Experience: At least 7 years of relevant experience
Role: Level 2 Production Support
Key Responsibilities:
· Technical Specialist responsible for the business application portfolio availability and reliability to serve the business per agreed service level targets.
· Ensure system service uptime & day-to-day smooth running, support users’ enquiries and perform due diligence to ensure ease of maintenance, operation efficiency, system monitoring and availability.
· Lead by example in high pressure situations and timely resolution of any day-to-day Tier-1 application system issues/incidents.
· Provide timely escalation/report to system support team lead concerning BAU matters, tracks and manage the production issue from opening to closure, including follow-up fixes wherever is applicable.
· Work with cross functional teams to troubleshoot and resolve complex issues.
· Performance analysis and fine tuning of industry cut off time-sensitive systems.
· Assess operational readiness of new products / applications / flows and execute continuous service improvement plan, process improvement.
· Develop and maintain professional relationships with all relevant business users/operation support center as well as providing effective and timely support for production issues as well as queries.
· Contribute in effective knowledge management best practices within team and organization. Support the upkeep of the supporting documentation related to the application system in-charged.
· Support system resiliency activities such as DR exercise, BCP and system improvement planning.
· Liaise with various support units such as Data Security, Infrastructure, Technical Service, and Quality Assurance on system/application setup, environment and deployment.
· Work with level 1 support in application knowledge transfer in establishing standard first level recovery process/system health check monitoring/scheduled activities as well as common application user queries.
· Work with project/development/Level 3 team in permanent resolution/change request management – all types including enhancements, bug fixes, etc.
· Provide after office hours standby support (on rotation basis) and for emergency recoveries.
Key REQUIREMENTS:
· At least 7 years of software development and production system support experience in the financial industry is preferred.
· Technically sound in distributed system (Linux, Unix, Windows), Relational Database Management System (MySQL, MSSQL, Oracle) concepts, SQL queries for data retrieval and analysis.
· Experience writing scripts on automation (VBA, excel and/or other languages), database queries, generating capacity and performance reports, MS SharePoint administration
· Incident Management / Problem Management / Capacity and performance management
· Experience in scheduling tools and Interfaces and Messaging systems/file transfer protocol such as Control-M, sFTP, Connect Direct, IBM WebsSphere MQ and etc.
· Knowledge of Platform-as-a-Service (PaaS) cloud solutions in Red Hat OpenShift is a plus.
· Ability to foster a proactive team environment focused on technical remediation of Production Environments.
· Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
· Excellent communication and interpersonal skills, and able to work well with cross-organizational teams; to communicate and develop long lasting relationships with all levels in a clear, concise manner.
· Capable in prompt incident and problem management, provides short term workaround and long term solutions wherever is applicable, in order to maintain system maximum uptime and availability.
· Strong in change management control, good documentation skills and high problem solving skills.
· Strong team player. Flexible and able to coordinate team effectively both in and outside of office hours; willing to take on challenges and provide prompt and effective day and night support
· Good Understanding of wholesale and transaction banking operation function domain covering Payment and account receivables operation.
· Understanding of ITIL methodology would be highly advantageous
