Job Description:
- Able to provide production support onsite / offsite when production issue is escalated from L1 Support
- Investigate and recover production issues, determine production defect severity and provide workaround to user if feasible to move business forward
- Manage and respond to users on timely manner.
- Log incident ticket for production issues and user queries
- Provide necessary information needed for further investigation to next level support (L3) to proceed with fix
- Be able to document relevant knowledge articles for end-user to self-help as well as internal technical knowledge articles on recovery SOPs
- Follow up on defect and incident closure and meet incident closure KPI
- Share production defect support learning with QA team and development team to improve application quality and minimize future defects
- Make sure system availability as per respective agreed SLA
- Support EOD batch run
- Perform annual Disaster Recovery (DR) exercise for supported applications
- Provide support to System Engineers on server level patches / upgrade as and when applicable
- Ensure proper knowledge transfer (KT) from project / development team before enhancement release
- Ensure recurring incidents are promoted to Problems and adhere to Problem Management to track and close Problem tasks
- To work with various stakeholders (i.e., incident management, level 2 (group) and level 3 production support, data centre operation, user operation, infrastructure support etc) to resolve major incident.
16. To work with various stakeholders (i.e., service automation, level 2 (group) and level 3 production support etc) to implement application monitoring, report and dashboard.
Must have: -
- Bachelor's degree of Computer Science or Engineering
- Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry.
- Good and assertive communicator in speaking & writing.
- Good analytic and problem-solving skills
- Able to work in a fast-paced, team-oriented environment and weekend / wee hours.
- Experience in L2 or L3 production support
Good to have: -
- Understanding of ITIL, SDLC
- Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M etc.
- Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc
Essential technical skill: -
- Familiar with OS/400 system
- Familiar with RPG, COBOL language
- Have experience with Silverlake banking system is plus point.
