Toa Payoh - Production Support Engineer

Production Support Engineer (Java-Based Applications) – L1.5/L2

Key Responsibilities:

• Provide Level 1.5 and Level 2 support for mission-critical production systems in a 24x7 environment.
• Perform incident management, problem resolution, and root cause analysis for issues across applications, middleware, OS, and database layers.
• Support Java/J2EE-based applications deployed on Linux (RHEL) environments.
• Write, maintain, and optimize SQL scripts, stored procedures, and shell scripts for data extraction, transformation, and process automation.
• Execute and validate production deployments during approved green zones or scheduled windows.
• Maintain SLAs, track KPIs, and work with SRE/dev teams to ensure system availability and reliability.
• Work closely with application development, QA,infrastructure, and business teams to triage and resolve issues.
• Create and maintain detailed documentation of SOPs, known errors, and runbooks.
• Perform daily health checks, batch job monitoring, and service availability verification.
• Ensure compliance with ITIL-based support practices including incident, problem, and change management.

Required Skills & Qualifications:

• 2–5 years of production support experience, preferably in the banking or financial services domain.
• Strong hands-on knowledge of RHEL/Linux OS, including shell scripting and command-line troubleshooting.
• Experience supporting Java/J2EE applications (log analysis, thread dumps, heap analysis, performance tuning).
• Proficiency in SQL and PL/SQL with experience in databases like Oracle, PostgreSQL, or MySQL.
• Familiarity with production deployment processes, rollback procedures, and change controls.
• Experience working with batch jobs, ETL pipelines, or file-based integrations.
• Exposure to monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Grafana, Prometheus, ELK stack).
• Familiarity with CI/CD tools (e.g., Jenkins, GitLab CI/CD), version control systems, and basic automation practices.
• Hands-on with ITSM/ticketing tools like ServiceNow, Remedy, or JIRA.
• Experience in incident escalation management and providing post-mortem documentation and follow-ups.
• Strong analytical and communication skills, with a customer-centric support mindset.