Key Responsibilities
- Provide 24x7 production support for Core Banking applications.
- Monitor applications and respond to production issues within agreed Service Level Agreements (SLAs).
- Coordinate and support infrastructure maintenance activities.
- Support the implementation of new application releases following release management processes.
- Work closely with application teams, infrastructure teams, vendors, security and change teams.
- Manage and track production incidents and escalate issues when required.
- Support business operations by ensuring timely resolution of production issues.
- Identify opportunities to improve existing support processes and service quality.
- Maintain appropriate incident and support documentation.
- Support production operations during night shifts, weekends and public holidays as part of the 24x7 support roster.
Mandatory Skills & Experience
- 1-3 years of experience in IT production support.
- Experience supporting applications in a production environment.
- Basic understanding of Core Banking applications and banking operations.
- Experience with ticketing and monitoring tools.
- Familiarity with Prometheus, Elasticsearch and Grafana is preferred.
- Knowledge of incident management processes.
- Good troubleshooting and problem-solving skills.
- Ability to work effectively under pressure in a fast-paced production environment.
- Strong communication and coordination skills.
- Experience working with multiple technical teams and vendors.
Preferred: Prior experience with Sunline Core Banking or similar Core Banking applications.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
- 1-3 years of relevant IT production support experience.
EA Number: 11C4879
