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Role: Production Support Level 2 Analyst
Job Requisition Number: JR43523
Job Level: At least 5 years of relevant experience (L3/L4)
Location: Singapore
Job Objectives
Application support analyst to provide efficient application support service for cross-functional or regional applications to provide a stable a production environment to business.
Key Responsibilities
- Provide Level 2 support on user query/requirement and production issue raised - Event / Incident and problem management
ü Investigate production issues, respond based on production defect severity SLAs
ü Manage and respond to users on timely manner.
ü Log incident ticket for production issues and user queries
ü Follow up on defect and incident closure and meet incident closure KPI
ü Make sure system availability as per respective agreed SLA
ü Ensure daily end of day execution for supported applications complete successfully
ü Perform annual Disaster Recovery (DR) exercise for supported applications
ü Provide support to System Engineers on server level patches / upgrade as and when applicable
ü Ensure application incident & task documentation is properly updated for each production release
ü Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
ü Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using java snippets or Unix shell or DB scripts etc
Key Requirements (Must Have)
· Minimum 5 years of experience working in Banking IT industry support.
· Strong team player. Flexible and being able to manage time effectively.
· Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.
· Strong & assertive communicator in speaking & writing.
· Good to have experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.
· Understanding of ITIL methodology will be an added advantage.
Essential Technical Skill :-
- Hands-On experience in writing / debugging scripts, code, database queries
- Knowledge of SQL and relational databases – traditional RDMS, such as SQL
- Strong understanding of Unix, Linux and Windows
- Knowledge on Tetherfi Products will be added advantage.
- Implementation experience in Avaya Contact Center Products and services.
- Strong experience in monitoring, call tracking, replaying capabilities
- Software Engineering & Change Management
- Solid understanding of resiliency and redundancy designs
- Excellent problem-solving skills in a distributed, multi technology ecosystem
- Interfaces and Messaging systems
Personal Skill :-
- Ability to work in a team environment
- Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
- Excellent communication and interpersonal skills with the ability to communicate well at all levels
- Strong problem solving skills while being process orientated
- Self-motivating and delivery focused individual
- Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues
- Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner
Please forward your resume in MS word format to [email protected] and
Please refer your friends for any IT openings as we have various positions.
Please do not send PDF Format Resume. Send the following details
1. Notice period
2. Current Salary
3. Expected Salary
4. Visa Status in Singapore
5. Current Location
