Requirements:
. At least 5 years working in an L2 Application Support Environment which mainly involves Incident and Problem Management.
. Experience in application implementation projects in financial institutions would be advantageous.
. Strong analytical and problem-solving skills.
. Ability to perform impact analysis in a structured manner.
. Good verbal & written communication skills.
. Proactive and able to work independently and under pressure.
. With a keen interest in providing high service quality and familiar with the demand of a 24x7 support environment

Good to have experiences:

. Application Monitoring Tools

. Incident Management

. Problem Management

. Self-motivated with a strong sense of ownership and accountability

. A quick mind with a problem-solving aptitude, creative & pragmatic

. Good project management skills with attention to details, ability to multi-task andwork within tight timelines

. Strong stakeholder management and interpersonal skills, with good oral and written communications skill

. Experience working with cross-cultural teams is a plus

. Good knowledge of financial institution products and digital platforms are added advantages

Responsibilities

. 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.