L2 SUPPORT ANALYST

L2 SUPPORT ANALYST

12 Months Contract - renewable

• Be a team member of L2 production support team located across Singapore, Hong Kong and India to ensure 24 * 6 production support for the APAC region.
• Provide application production support for Cash Management and filtering and AML systems within Asia Pacific.
• Independently debug and propose resolution/work-around for complex production issues.
• Ensure root cause analysis is performed where necessary and manage resulting action items to completion.
• Coordinate across various teams to effectively manage production issues and maintenance activities.
• Respond to user requests, incidents and follow up on problems in a timely manner.
• Ensure issues are reported, tracked, followed up and escalated timely.
• Resolve or coordinate the resolution of issues, through problem management process, with other internal teams and / or the vendor.
• Coordinate and follow up with Application teams to ensure permanent fix is prioritized, planned and delivered, through the problem management process.
• Communicate and provide status updates on issues to business users, management team and other stakeholders.
• Contribute to preventive system monitoring and alerting, where appropriate.
• Support change management process and application releases.
• Support Disaster Recovery Test and Business Continuity activities.
• Support IT Security activities e.g. health checks after security patches.
• Support end-of-day and end-of-month batch runs.
• Perform and coordinate regular maintenance activities.
• Document operational procedures, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our CM applications.
• Analyze and challenge existing support processes to achieve continuous improvement.

RESPONSIBILITIES

• Incidents resolution.
• Preventive maintenance.
• Pro-active actions / measures to limit corrective maintenance activities.
• Weekend/Holiday/Night support.

Technical

• JAVA/J2EE
• Websphere/Tomcat/JBOSS
• ORACLE PL/SQL
• COBOL
• UNIX / LINUX /WINDOWS skills i.e. navigating, scripting etc
• TIBCO EMS/ TIBCO BW/ TIBCO ADMIN/ MFT / BC / IBM MQ
• ITSM tool: Service Now
• Sharepoint
• Database performance & SQL tuning experience is a plus
• Good technical troubleshooting and debugging skills.

Functional

• Strong understanding of payments, local clearing systems, H2H concept and applications, reporting.
• Strong understanding of stop list filtering, AML, social engineering etc.
• Working grasp of double posting accounting treatment.
• Understanding and experience in ITIL concepts.
• Possess good analytical skill and self-motivated

Behavioural

• Good team player with strong analytical, communication and interpersonal skills.
• Results and client oriented.
• Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately.
• Excellent people management and communication skills.

SPECIFIC QUALIFICATIONS

Qualifications

• University Degree in Computer Science or related disciplines.
• Good command of spoken and written English.

Experience

• Strong experience in and preference for application production support.
• Strong technical background in web based applications support on JAVA/J2EE/TIBCO platform and/or COBOL platform.
• Extensive experience in supporting payments, local clearing applications and payment filtering and AML in APAC region.

Customer/Supplier Relations:

Internal:

• Customers
• Business lines e.g. TBA
• Middle Office e.g. PCMO
• Back Office e.g. ARPC
• Suppliers
• ICM IT teams e.g. Payment, CDL

External:

• Vendors of local cash management solutions e.g. FIS, Nucleus.
• Regulators i.e. HKICL, BCS, MAS.