Product Support Analyst

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.