Total 21 technical support job vacancies in Manufacturing / Production category in Singapore

Responsibilities:

· Deliver a 1st class Production Support service to Bank’s Channel’s stakeholders

· Responsible for availability, incident, problem and capacity management for the applications in scope

· Response and resolve incidents, problem and user queries through proper analysis

· Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and

department

· Drive technical remediation in line with agreed non-functional requirements

· Evidence continual service improvement of processes and tasks (via automation)

· Ensures essential process / procedures are followed and contribute to defining standards.

· Coach and be receptive to coaching to uplift the team’s and your individual knowledge

· Communicate complex technical issues to business users in a language they understand

· Contribute in effective knowledge management best practices within team and organization

· Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA

Requirements:

Education:

· Bachelors’ Degree in Computer Science or related field.

· At least 6 years’ relevant experience preferably in a Finance Institution.

Essential:

· 5 + years of experience working in Banking IT industry support.

· Experience in Microsoft Dynamics CRM and Siebel CRM applications.

· 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.

· Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.

· Strong understanding of ITIL methodology

Key Domain/ Technical Skills:

· 5+ years of experience with Distributed Technologies – Microsoft Dynamics CRM, MS SQL Server, Unix, MQ, Oracle.

· Strong working experience in Microsoft Dynamics CRM application production support

· Strong understanding of Microsoft Dynamics CRM application architecture

· Excellent troubleshooting skills in Control-m batch issues, SSIS packages

· Strong automation skills (Unix Shell scripting / windows batch scripting or any other scripting language)

· Hands-On experience in writing / debugging scripts, code, and database queries

· Software Engineering & Change Management

· Solid understanding and execution of DR & BCP

· Good experience in Middleware MQ / BMC / Control-M/Remedy incident Management tools

· Competent in Microsoft Excel, PowerPoint and Word document

“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to A-IT Software Services Pte Ltd’s PDPA and e2i PDPA.

Role: Production Support Analyst

Job Level: 6-9 years of relevant experience (L3)

Responsibilities:

• Provide 24x7 production support onsite / offsite.
• Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Provide necessary information needed for further investigation to next level support (L3) to proceed with fix
• Prioritize defects and plan for production release based on defect criticality or align with quarterly release
• Follow up on defect and incident closure and meet incident closure KPI
• Share production defect support learning with QA team and development team to improve application quality and minimize future defects
• Make sure system availability as per respective agreed SLA
• Support EOD batch run
• Perform annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches / upgrade as and when applicable
• Ensure proper knowledge transfer (KT) from project / development team before enhancement release
• Ensure application documentation is properly updated for each production release

Requirements:

Education:

• Bachelor’s degree in computer science or related field.
• At least 6 years’ relevant experience preferably in a Finance Institution.

Essential:

• At least 10 years of Mainframe experience.
• At least 5 years of solid Base CARDLINK (Credit and Debit Card System) hands-on experience.
• Cards and payments domain Knowledge.
• Expert knowledge and experience in COBOL, JCL, VSAM, CICS, MQ Series, Ezytrieve.
• Expert knowledge and use of Mainframe tools such as; Control-M, Endevor, File-Aid, Control-M.
• Prior application or production support experience is a plus.

Key Domain/ Technical Skills:

• Mainframe, Cardlink
• COBOL, JCL, VSAM, CICS, Ezytrieve
• Microsoft Office.

“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to A-IT Software Services Pte Ltd’s PDPA and e2i PDPA.

- Provide investigation support, track and monitor of reported customer issues escalated from frontliners.

- Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.

- Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).

- Initiate periodic meeting with technology and product partners to review and follow up on all open production tickets relating to digital channel services.

- Collaborate with cross functional technology & product partners to help speed up resolution of complex issues.

- Collaborate with journey owners to resolve identified customer journey gaps.

“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to A-IT Software Services Pte Ltd’s PDPA and e2i PDPA.

Key Skills: Murex MxML, Datamart , MLC and SQL

Job Objectives

Production support Analyst role for Murex Datamart, MxML and MLC.

Have a strong business and technical knowledge of Murex functionality and external interfaces.

Key Responsibilities

• Manage the day-to-day operational and L2 production support tasks for GM & Risk System ( System health checks, Monitoring, Responding stakeholders and provide timely updates)
• Responsible for resolving incidents reported with in the agreed SLA and update progress and on issue resolution.
• Work with other support team(s), ensuring the respective teams provide proactive, timely and efficient support to users.
• Participate in the support activities and own all such issues and incidents.
• Ensure the team(s) adopt any operational workflow and processes, i.e. timely ticket, defect and incident loggings, proper change management process, and quality issue/impact emails
• Ensure control disciplines are followed within the team(s), e.g. change standards and release processes
• Ensure all issues are proactively managed – escalate issues as appropriate to necessary teams and management.
• Analyse, identify the root cause, and escalate issues to appropriate teams and resolve issues to closure
• Create and provide Murex environment wherever necessary with Environment Team
• Participate in any Roll Swap activities or infrastructure related upgrade.

Key Requirements

• Degree in computer science/engineering or related disciplines.
• 3-6 years of hands on application support experience in the banking industry
• Independent, proactive and self-starter with excellent interpersonal and communication skills.
• Strong analytical and good problem solving skills.
• Ability to work in a fast-paced and team-oriented environment.
• Good functional and technical knowledge of MUREX and its MXML workflow, Datamart, Feeder and EOD reporting

Good to have:-

• Good understanding of ITIL methodology
• Experience in working with some of these technical platforms or programming languages - Unix, Oracle, Sybase, C++, and Scripting.

Job Title

IT Production Support Engineer

About Bank

The Bank Department provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Objectives

The specialized First Recovery Support IT Production Support Engineer is responsible to support application wellness in production systems, Managing monitoring of system exception emails, help desk incident assignments and distribution within teams.

Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team.

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

Core Key Responsibilities

• Handle incidents and service requests raised via helpdesk and call center.
• Receive and prioritize emails based on urgency; reallocate within support teams and help in recovery actions to meet the TRO.
• Monitor the incoming demand through ISM tool and ensure right assignments on time.
• Perform scheduled tasks within Service Level Agreements (SLA) referring to standard operating procedures (SOPs).
• Manage service requests recording for monthly management reporting.
• Follow SOP to identify potential issues and escalate to the shift lead for critical incidents or eMails.
• Ensure application incident & task documentation is properly updated for each production release.
• Enthusiastic, hardworking, pro-active, and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail.

Key Requirements

• Strong written, oral communication skills and able to manage user
• Organized and resourceful.
• Adept at prioritizing, scheduling, and multitasking.
• Fast and eager learner.
• Experience with Microsoft tools.
• Ready to work in a shift environment

Job Title: Production Support (Level 2)

Job Objectives

• To work with production support lead to provide level 2 support of Core Banking applications

Key Responsibilities

• To handle level 2 production support activities including review upcoming changes, resolve incident tickets, raise problem ticket, support system maintenance and document knowledge base to shift demand to level 1 production support etc.
• To provide support during end of day batch run
• To work with various stakeholders (i.e., incident management, level 2 (group) and level 3 production support, data centre operation, user operation, infrastructure support etc) to resolve major incident.
• To work with various stakeholders (i.e., service automation, level 2 (group) and level 3 production support etc) to implement application monitoring, report and dashboard.

Key Requirements

Must have: -

• Bachelor’s degree of Computer Science or Engineering
• Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry.
• Good and assertive communicator in speaking & writing.
• Good analytic and problem-solving skills
• Able to work in a fast-paced, team-oriented environment and weekend / wee hours.
• Experience in L2 or L3 production support

Good to have: -

• Understanding of ITIL, SDLC
• Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M etc.
• Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc

Essential technical skill: -

• Familiar with OS/400 system
• Familiar with RPG, COBOL language
• Have experience with Silverlake LNS banking system.

Job Title

IT Production Support Engineer

About Department

The Department provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

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

Core Key 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, Geneos, Splunk, SQL Monitor
• Knowledge with Market Data,and Geneos 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]

Key Requirements

• Prior hand-on production support experience of OPEN Systems/AS400
• 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

Job Objectives

· To provide L2 support for wide range of Core Banking and Cards applications across the regions

· To perform and support system maintenance and operations BAU activities eg. infra/OS patch and maintenance, key/certificate renewal, industry wide G3 testing exercise, DR/BCP, user service request, etc.

· To work with Delivery team for on-boarding of new services, system/module and enhancement and ensure smooth transition and stability of production environment

· To monitor and perform biz volume growth, apps capacity and EOD batch trending analysis to upkeep the hygiene and good health of systems

· To work on production incident and problem management and meeting TRO

· To provide EOD production support for Core Banking and Cards application systems

Key Responsibilities

· Responsible for BAU production support for key / certificate renewal activities

· Responsible for Group RDR / In-Country DR / external business partner BCP support for pre-test and actual run

· Responsible for pre and post support of infra upgrade and maintenance activities eg. OS/security patch, DB, OS400, network/firewall, CD, SAN/storage, etc. to ensure all services are up and remain in good health post upgrade/maintenance

· Attend and work on User Service Request eg. print queue setup, R2W report setup, user menu option, new branch setup, branch merger, sudden holiday, data query extraction, etc.

· Perform proactive monitoring and analysis on biz volume growth and EOD batch run trending. This is to have early detection of app/infra utilization and any upward EOD trending before hit the max threshold and put in place necessary mitigation/remediation action to pre-empt production incident.

· Work with L3 and respective stakeholders for production fix and put in place necessary preventive measure / improvement

· Build and maintain repository for KB articles for prod support documentation and System Ops related SOP

· Review and ensure proper knowledge transfer (KT)/documentation from project/development team for smooth on-boarding and transition to L2 production support.

· On duty roster to provide System Ops bau activities (during weekend or wee hours) and production EOD run support

Key Requirements

To have :-

· Minimum 3-5 years of experience working in IT industry with relevant experience in Technology solutions or support service delivery in the banking/financial industryGood analytic and problem-solving skills. Must be attentive to details.

· Good and assertive communicator in speaking & writing

· Able to work in a fast-paced, team-oriented environment and weekend/wee hours

· Good understanding and experience in SDLC and ITIL

· Experience in L2 or L3 production support

Technical Skill :-

· Working experience (3 to 5 years) in providing L2/L3 support in open systems platform. Good command with Unix/Linux os, shell scripting and Oracle db.

· Experience with OS/400 or Mainframe system (VSAM, CICS, ZOS, etc.) and COBOL/RPG/JCL/Easytrieve language are added advantage

· Experience in Silverlake banking system and CardLink systems is plus point

· Good to have working experience in these tools ie. Connect Direct, Control-M, Aldon, Splunk, Geneos, etc.

Job Title: Support Analyst (Data – Datawarehouse)

Key Skills:

Unix/Linux, BI Tools (QLK/SAS/Power BI) Oracle, AS400,

Informatica 9.x or 10.x

Job Objectives

The Data Application Support team is within the Business Technology Services function, supporting the Bank’s suite of Data warehouse, ETL, BI and Big Data Application Systems.

The team is responsible for the production stability of these applications and ensuring on going improvements in system availability, supportability & service levels over time.

The successful candidate will be working with Business, Support and Development teams to ensure a high quality service & swift resolution of issues.

Key Responsibilities

· Provide application support to various business users. Attend to business queries and business requests promptly. Follow through the business requests to a proper closure.

· Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by event monitoring tool

· Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented

· Ensure all incidents and problems are proactively managed – Prioritizing numerous issues of varying severity and escalate issues as appropriate to necessary teams and management

· Collaborate with the development team in identifying resolutions and transitioning of releases into production environment

· Participate in BCM activities or infrastructure related upgrade

· Responsible of capacity management. To monitor & analyse current performance and capacity data and forecast the capacity required by the applications ahead.

· Aside from day-to-day support duties, there will be requirements to undertake other responsibilities such as management reporting & other centrally driven project initiatives as needed.

Key Requirements

· Degree in computer science/engineering or related disciplines.

· Min 4 years of experience in application development and support environment in ETL, Data warehouse, and business intelligence

· Individual must have working experience in ETL, Data warehouse and various business intelligence tools on Unix/Windows platforms.

· Mandatory Technical skills : Informatica (Infra and data workflow tracing), BI Tools such as QLK, SAS, Power BI, Oracle, Unix/Linux, AS400, Control-M, Shell scripting

· Knowledge of ITIL of similar framework will be advantage

· Experiences in Quantexa, Teradata, Big Data using Cloudera (CDH 5.8 or above), Hive, Impala, HDFS, YARN, Sqoop, Oozie, Hbase, kafka, Map Reduce/Spark are optional and good advantageous

· Excellent communication, interpersonal and analytical skills

· Excellent knowledge of banking business data across various sectors

· Excellent & proven Incident/Problem Management and organization skills a must

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

· Level 2 Production support for Credit Origination group applications

· Manage day to day issues including daily health checks of applications and processes, working closely with various stakeholders (Users, Development team, Vendor, Infrastructure team, Operation team and Incident and Management team, etc) to prioritize and resolve reported production incidents

· Act as the focal point for critical/high impact incident resolution for application systems that are in production

· Manage and support high-availability 24/7 production systems with an on call option during non-office hours with team member’s rotation on weekly basis. Require to be in onsite depends on issue criticality.

· Ensure end of day batch process is getting completed successfully for multiple applications across country on every day.

· Correlate events across multiple systems to narrow down potential root causes of problems.

· Own production operational issues by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue

· Ability to direct multiple resources on cross functional teams to troubleshoot and resolve complex systems issues

· Investigate production issues and provide workaround to user to move business forward. And engage analysis to L3/Vendor team for further investigation

· Manage and respond to users on timely manner for reported production issues/clarification

· Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives

· Perform Disaster Recovery (DR) exercise for multiple applications across all country on every year

· Generate one time report as per user request/audit request

· Run problem governance call with business user , Dev and Vendor to prioritize problem tickets and ensure to review before problem ticket get resolved

· Ensure to bring-up all service after system maintenance / OS patching / DB patching activity

Key Requirements

· Minimum 8 years of hands-on experience in, Java, J2EE, Struts, Spring, Oracle, Micro Service, UNIX, CTRL+M technology related supported applications.

· Hands-on experience in IT Operations/Production support L2/L3.

· Experience in ITIL process and tools like Splunk, Control-M is a plus.

· Strong analytical & trouble shooting skills required.

· Experience in Disaster Recovery planning and test execution.

· Exhibits problem solving skills and shows flexibility in supporting evolution in process, standards, and strategy.

· Experience working in financial services industry supporting mission critical applications is a big plus.

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.

Key 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]

Key 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

Job Objectives

· To provide proactive, timely, effective and efficient support to the business users

· To perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs

· To own issues and projects, and work with the various teams to develop solutions for the users

· To collaborate with business partners, third party vendors, and technology teams to facilitate the support process and work toward timely and effective issue resolution

Key Responsibilities

· The Production Support person is responsible for managing the Enterprise Data Management including web GUI, SQL database and Tectia SFTP batch scripts.

· Work in the Production support team; Provide front-line support for incoming issues to ensure timely and effective resolution of user issues, queries and projects

· Adopt standard Incident and Problem Management workflow and processes, i.e. timely ticket, defect and incident loggings, proper change management process, and quality issue/impact emails

· Actively manage all incidents and issues to proper closure – escalate issues as appropriate to necessary teams and management

· Analyse, document and track all actions taken throughout the lifecycle of the issue including decisions made, successful and unsuccessful actions taken, and final steps executed for resolution. Evaluate documented resolutions, analyse trends, and make recommendations to prevent future occurrences of similar issues

· Participate and collaborate with the development team in requirements gathering, clarification, and analyse impacts on issue or users requirements

· Assist the application development team as needed by validating fixes or enhancement to ensure problems have been adequately resolved

· Embrace standard Change Control Management practices, procedures and guidelines for application releases

· Engage vendor to provide solutions for the stability and sustainability of the production environment.

· Participate in annual DR/BCM activities or infrastructure related upgrade

· Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

Key Requirements

· Knowledge in HIS Markit EDM solution, MS SQL database, Windows/Tectia scripts, control-m job scheduling

· Degree in Computer Science / Engineering or related disciplines

· 2-5 years of hands-on application management experience, preferably in the Asset Management business

· Strong skills in Windows batch, Tectia scripting, MS SQL Database, BMC Control-M Scheduler

· Good team player, Independent , proactive and self-starter with excellent interpersonal and communication skills

Good to have:

· Basic understanding of the front to back of Asset Management operations

· Experience working in an ITIL-driven environment, and working knowledge of ITIL principles

Responsibilities

· Ensure all the BAU support queries from business are handled on priority and within agreed SLA.

· Ensure application stability issues are well taken care off.

· Ensure incidents are escalated and facilitate to enable efficient and timely service restorations.

· Ensure Preventive and detective measures of the applications are identified and implemented.

· Support the resolution of incidents and problems within team.

· Proactive event monitoring and ensuring alerts are well handled.

· Require 24X7 availability for managing the incidents and critical batch support.

· Automate processes and remove Toils.

· Scheduling application changes as required and ensuring all changes to production environments follow the change management procedures

· Liaison with App dev /Change teams and participate in Change advisory board for representing the changes.

Requirements

· Minimum 7 years of experience and out of which minimum 5+ years of Level2 Production support experience preferably in Banking industry

· Experience in managing Mission critical applications running on Mainframe Environment

· Over 5+ years of experience in Incident Management, Change Management, Problem Management.

· Over 5+ years of very strong Hands-on experience in COBOL,JCL,VSAM,CICS,MQ, DB2 SQL

· Experience in supporting CORE BANKING applications are plus

· Along with Mainframe technologies ,any experience in Java, Unix, REST API is advantageous.

· Good level of command over production Infra; performance monitoring using tools Like OMEGAMON

· SRE - Implement Site Reliability Engineering principles regarding performance, reliability, monitoring, alerting in Production environment

· Good Communication skill, Positive work attitude and self-motivated can work independently as well as in a team.

· Good experience in running automation and improvements experience.

• Perform work in shifts to provide 24/7 on-site or on-call support.

• Incident and Problem management.

• Should have knowledge on SRE Best practices and able to adhere to SRE guidelines in the work.

• Provide root cause analysis techniques to determine cause and resolve complex system issues.

• Perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit

leaders.

• Work with onsite and offshore teams across multiple technologies/applications

• Continuous improvement of the system, eq. removal of TOIL, job automation, performance tuning.

• Proactive management of production services by measuring and monitoring availability, latency, throughput, user journeys and overall system health.

• Perform work in shifts to provide 24/7 on-site or on-call support.
• Incident and Problem management.
• Experienced in SRE Best practices and able to adhere to SRE guidelines in the work.
• Provide root cause analysis techniques to determine cause and resolve complex system issues.
• Perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Work with onsite and offshore teams across multiple technologies/applications
• Continuous improvement of the system, eq. removal of TOIL, job automation, performance tuning.
• Proactive management of production services by measuring and monitoring availability, latency, throughput, user journeys and overall system health

· Perform work in shifts to provide 24/7 on-site or on-call support.

· Incident and Problem management.

· Should have knowledge on SRE Best practices and able to adhere to SRE guidelines in the work.

· Provide root cause analysis techniques to determine cause and resolve complex system issues.

· Perform post-resolution follow-ups to ensure problems have been adequately resolved.

· Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

· Work with onsite and offshore teams across multiple technologies/applications

· Continuous improvement of the system, eq. removal of TOIL, job automation, performance tuning.

· Proactive management of production services by measuring and monitoring availability, latency, throughput, user journeys and overall system health.

Role: Production Support Analyst

Job Level: 8-10 years of relevant experience (L3)

Job description

Job Title: L2 Production Support

Project: Production Support

Key Skills:

Swift Product Skills:

Retail / Wholesale banking support, AML, AMH, Wealth Management

Programming Languages:

Java, J2EE, JMS, Webservices, Micro Services,

UNIX (Shell Scripting)

Database & Tools:

Oracle (SQL & PL Sql), Control M, Splunk, Prometheus, Grafana,

Servers & Middle Ware: OpenShift Platform (OCP), IBM MQ Series, Weblogic, Tomcat

Job Objectives

We are seeking a skilled and experienced application production support to oversee and manage various projects within our prod support team.

The ideal candidate will have a strong background in the project management, particularly with prod support env, and possess excellent org and comm skills.

This role will primarily focus on coordinating and managing projects related to the maintenance and enhancement of our production systems, ensuring timely delivery, stability, and high-quality results.

Key Responsibilities

• Key point of contact for development team to coordinate / validate on the production readiness, change quality, observability, resilience, and production risk
• Identify and mitigate project risk, proactively addressing potential issues to minimize potential disruptions to production operations
• Serve as the primary point of contact for project-related communications, providing regular updates to stakeholders on project status, milestones, and any changes in scope or requirements.
• Facilitate the resolution of project-related issues and conflicts, working collaboratively with team members and stakeholders to find effective solutions
• Maintain accurate project documentation, including project plans, meeting minutes, status reports, and other relevant records.
• Identify opportunities for process improvements and efficiencies within the production support team, implementing best practices to enhance overall project delivery and performance.
• Ensure compliance with company policies, procedures, and regulatory requirements throughout the project lifecycle.
• Own production operational issues by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue
• Ability to direct multiple resources on cross functional teams to troubleshoot and resolve complex systems issues
• Manage and respond to users on timely manner for reported production issues/clarification

Key Requirements

• Minimum 10 years of hands-on experience in Java, J2EE, JMS, Webservices, Micro Service, Oracle, UNIX, IBM MQ Series, CTRL+M, Splunk
• Proven experience in project management, particularly in a production support environment
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
• Demonstrated ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Hands-on experience in IT Operations/Production support L2/L3.
• Experience in ITIL process and tools like Control-M is a plus.
• Strong analytical & trouble shooting skills required.
• Experience in Disaster Recovery planning and test execution.
• Exhibits problem solving skills and shows flexibility in supporting evolution in process, standards, and strategy.
• Experience working in financial services industry supporting mission critical applications is a big plus.

Job Objectives

· The Bank is looking for an experienced Production Support to join its support team

· To provide proactive, timely, effective and efficient support to the business users

· To perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs

· To own issues and projects, and work with the various teams to develop solutions for the users

· To collaborate with business partners, third party vendors, and technology teams to facilitate the support process and work toward timely and effective issue resolution

Key Responsibilities

· The Production Support person is responsible for managing the Enterprise Data Management for the Bank’s application including web GUI, SQL database and Tectia SFTP batch scripts.

· Work in the Production support team; Provide front-line support for incoming issues to ensure timely and effective resolution of user issues, queries and projects

· Adopt standard Incident and Problem Management workflow and processes, i.e. timely ticket, defect and incident loggings, proper change management process, and quality issue/impact emails

· Actively manage all incidents and issues to proper closure – escalate issues as appropriate to necessary teams and management

· Analyse, document and track all actions taken throughout the lifecycle of the issue including decisions made, successful and unsuccessful actions taken, and final steps executed for resolution. Evaluate documented resolutions, analyse trends, and make recommendations to prevent future occurrences of similar issues

· Participate and collaborate with the development team in requirements gathering, clarification, and analyse impacts on issue or users requirements

· Assist the application development team as needed by validating fixes or enhancement to ensure problems have been adequately resolved

· Embrace standard Change Control Management practices, procedures and guidelines for application releases

· Engage vendor to provide solutions for the stability and sustainability of the production environment.

· Participate in annual DR/BCM activities or infrastructure related upgrade

· Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

Key Requirements

· Knowledge in HIS Markit EDM solution, MS SQL database, Windows/Tectia scripts, control-m job scheduling

· Degree in Computer Science / Engineering or related disciplines

· 2-5 years of hands-on application management experience, preferably in the Asset Management business

· Strong skills in Windows batch, Tectia scripting, MS SQL Database, BMC Control-M Scheduler

· Good team player, Independent , proactive and self-starter with excellent interpersonal and communication skills

Good to have:

· Basic understanding of the front to back of Asset Management operations

· Experience working in an ITIL-driven environment, and working knowledge of ITIL principles

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

· Responsible for availability, incident, problem and capacity management for the applications in scope

· Response and resolve incidents, problem and user queries through proper analysis

· Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department

· Execute continuous service improvement plan, process improvement

· Ensures essential process / procedures are followed and contribute to defining standards.

· Communicate complex technical issues to business users in a language they understand

· Contribute in effective knowledge management best practices within team and organization

· Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA

Key Requirements

Must have :-

· Minimum 4 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.

· 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.

· Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.

· Solid understanding of ITIL methodology

Essential Technical Skill :-

· 3-4 years’ experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct

· 2+ years’ experience supporting native iOS / Android applications in large Production environments

· Support maintenance of OpenShift, container native applications and microservice design patterns

· Two years of experience managing or supporting OpenShift or Kubernetes infrastructures

· Experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc.

· Ability to manage the container platform ecosystem

· Assist in change review of container platform for new versions of OpenShift, Hotfixes, etc.

· Integrate multi-functional applications into container-based support services

· Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle

· Troubleshoot software code issues and report findings

· Review and provide feedback on project technical documentation

· Assist in the troubleshooting of incidents, timely follow up with development team for fixes

· Assist with trouble tickets with the ability to create, update, and close tickets, and track items to resolution (Remedy,Confluence, JIRA)

· Hands-On experience in writing / debugging scripts, code, database queries

· Software Engineering & Change Management

· Solid understanding of resiliency and redundancy designs

· 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

Job Responsibilities

Join and Report to Delivery Lead and be in the Bank’s IT Governance, Risk and Compliance (GRC) Team, part of Group Risk Management.

The role will encompass the responsibility of

1. Being a Technical Analyst and taking up the development of changes to GRC

2. Implementing and supporting vendor systems components and

3. Providing Level 3- Production Support

4. GRC application development, implementation, and support of SIT/UAT testing, which includes the below:

· Gathering and analyzing requirements and performing very appropriate and accurate impact analysis of the changes requested

· Getting involved in design for both the internal and vendor changes

· Getting involved in development, unit testing as well as system integrated testing for both the internal and vendor changes

· Providing consultation and support in addressing production related issues and tasks and also supporting SIT/UAT activities pertaining to the changes

· Planning, preparing, and executing system rollout and implementations

· Bringing about improvisations and value additions to the system and application components

Key Responsibilities

1. Requirements Management

a) Engage with System Analyst & SME to collate, understand and finalize functional and technical requirements

2. Design & Development

a) Partner with Architects and Dev. Manager to ensure solution design complies with enterprise design principles, security, and control standards

b) Partner with Development Manager in managing application teams to build the enhancements

3. Test Management

a) Partner with Test Manager to ensure the completion of SIT, UAT testing, regression/performance/ load testing and application security testing with quality results

4. Implementation Management

a) Prepare technical implementation plan across application teams

b) Coordinate technical implementation activities with release team and across application teams to ensure clean production cutover without issues and adequate post implementation support

Key Skills:

· MS Windows, Unix/ Linux OS, Unix/Linux Scripting, Pentaho, Apache Tomcat, XML, Oracle, Microsoft SQL server, SQL scripting, Sybase, Java, Aldon, Bitbucket, Control-M scheduler, SFTP/SSL, Connect Direct, SAP BI platform and tools.

· Strong analytical and good problem-solving skills, good exposure to infra setup is required.

Job Requirements

1. Min. 6-to-8-year hands on development experience in any operational risk system or any banking application

2. Experience and knowledge with Aldon LM(e) product & setup is an added advantage

3. Banking domain or financial institution working experience and familiarity with SDLC process and change management tools.

4. Must possess customer oriented and Can-Do attitude (should be able to accommodate overtime work when needed)

The candidate should:

· Have good interpersonal and communications skills

· Be a self-starter and be able to work independently

· Be a good team player and be pro-active

· Be able to work in a fast paced and team-oriented environment and be able to manage priorities

· Be able to work under pressure and work closely with stakeholders and other onshore/offshore developers

· Have strong delivery ability and be able to see end-to-end closure of issues to hit delivery, support commitments with focus & discipline

· Be a quick learner - Gain working level knowledge in any new tools and technology as needed

Job Objectives

• RSA user administration, token assignment, QR code generation and access grant based on approved access matrices and established procedures.

• Provide assessment and release of privileged password request through Password Management Solution

• Ensure manual password change for Dual Control Privileged IDs are performed

• Perform onboarding and off-boarding of Firewall/Network devices Privileged IDs

Key Responsibilities

• Handle user requests, communications and respond to queries appropriately within SLA.

• Conduct periodic review of user/token access to ensure access granted to users are according to approved functions/roles and access matrices.

• Generate user/token reports periodically, review access and proactively identify users eligible for access renewal/revocation.

• Monitor system warning/error messages on license usage and support for user/token authentication issues to ensure satisfactory resolution or prompt escalations to management for attention.

• Participate in project implementations and conduct testing to ensure that the system access meets the security policy and established guiding principles.

• Assist with ad hoc report extraction, generate reports, maintain user guide and process documentations.

• Provide assessment and release of privileged password request through Password Management Solution

• Ensure manual password change for Dual Control Privileged IDs are performed

• Coordinate with network and infrastructure teams to fix Privilege Password Access related issues

Key Requirements

• Graduate or higher diploma in Information Technology / Computer Science.

• At least 1-2 years of hands-on experience in user administration or in similar capacity, preferably in the financial sector.

• Must demonstrate strong analytical and problem-solving skills.

• Must be process oriented and organized.

• Knowledge in RSA User and Token Administration.

• Knowledge on open systems (Windows/AD/Unix/Linux/DB), scripting languages and excel macros for automation is a plus.

• Proficient in Microsoft Office applications.

• Strong interpersonal communication skills and attention to detail.

• Able to work independently with minimal supervision.

• Ability to multitask and prioritize daily workload.