Possible Shift Patterns (Might be subjected to changes):
(1) 24/7:
1st shift - 7AM to 6PM
2nd shift - 11AM to 10PM
3rd shift - 9:30PM to 8AM
** this usually have 4 days/nights work followed by 3 days off
(2) Regular:
1st shift - 8AM to 5:30PM
2nd shift - 9AM to 6:30PM
3rd shift - 1PM to 10PM
**this is usually Monday to Friday, weekends off
Job Objectives
- The specialized Group Application Support IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround.
- Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team.
- Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces.
- Perform scheduled health check tasks across applications and raise alerts in case required.
- Able to work in shift-based environment, support implementations during bank’s green zone.
Job Responsibilities
- Investigate production issues, respond based on production defect severity SLAs.
- Manage and respond to users on timely manner.
- Log incident ticket for production issues and user queries
- Follow up on defect and incident closure and meet incident closure KPI.
- Make sure system availability as per respective agreed SLA.
- Ensure daily start of day (SOD) and end of day (EOD) execution for supported applications complete successfully.
- Provide support for annual Disaster Recovery (DR) exercise for supported applications.
- Provide support to System Engineers on server level patches / upgrade as and when applicable.
- Knowledge with 3rd party monitoring tools like Control-M, Genos, Splunk, SQL Monitor
- Knowledge with Market Data, and Genos monitoring setup and dashboard configuration
- Ensure application incident & task documentation is properly updated for each production release.
- Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail.
- Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or Unix shell or DB scripts etc.
- Strong skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler
- Good to have understanding and experience of ITIL methodology [service operation]
- Requirements
- Prior hand-on production support experience of OPEN Systems/AS4000
- Good support knowledge in either one of the retail or wholesale payment or customer information systems
- Willing to work in onsite shift-support model [24*7]
- Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation
- Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation.
- Strong written, oral communication skills and able to manage user.
- Ability to easily adopt to any technology / environment.
- 2 or more years’ production support experience in bank or financial vendors across multiple technologies / platform
- Be able to work in fast pace and high-pressure working environment.
- Willingness to work across platforms – UNIX / open, AS/400 and mainframe
