L2 Production Support Analyst

• 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.
• With a keen interest in providing high service quality and familiar with the demand of a 24x7 support environment.

Mandatory Must-have Tech Skills / Framework:

• Core technical competency must require:
• Basic knowledge on end-to-end web based application infrastructure
• Good to have experiences:
• Application Monitoring Tools
• Incident Management
• Problem Management
• Good project management skills with attention to details, ability to multi-task and work within tight timelines
• 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.