Production Support Analyst

Responsibilities:

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

Education:

• Bachelors’ Degree in Computer Science or related field.
• At least 3 years’ relevant experience, preferably in Level 2 production support field.

Requirements:

• You are experienced in Level 2 production support. If you are having development background would be added advantage.
• You need to possess good analytical mind in production trouble-shooting and capable to work with Development/Level 3 support team and other stakeholders for interim solution, fixes delivery and continuous improvement for preventive measure.
• Experience in incident and problem management life cycle to follow through till proper closure of incident and problem tickets.
• You are expected to be a fast learner to acquire assigned banking domain knowledge and to on-board new apps / modules / services / functions / enhancements from Development teams and ensure production stability would not be caused by these changes.
• Capable in preparing/maintaining KB/SOP/Runbook documentation for incident related issues and System Operations supported activities (eg. OS/DB patch, RDR, Cert/Key renewal, batch trending analysis, etc.)
• Committed to take on EOD / System Operation support roster to support EOD batch run and support upgrade/maintenance activities scheduled during wee-hours and weekend.
• You must have work experience in AS400 and/or Open System platform; if you are in Banking / Financial industry previously, it would be a bonus.
• Inclination for automation and tooling and exposure to Splunk, Geneos, Control-m, Helix, Aldon, etc. would be great advantage.

Key Domain/ Technical Skills:

• OS400, AS400 RPG, COBOL
• Unix, Linux, Solaris, Shell Script, Oracle DB
• Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage)

You may find out more information on the PDPA policies at [A-IT Software Services PDPA website] and [https://www.e2i.com.sg/pdpa/].”