Key Responsibilities
- Provide high-quality Production Support services to channel and business stakeholders
- Ensure application availability, incident response, problem resolution, and capacity management
- Analyse, troubleshoot, and resolve incidents, problems, and user queries
- Coordinate and manage incident communications, including SLA breaches, major incidents, and upstream/downstream impacts
- Lead technical remediation activities in line with defined non-functional requirements
- Drive continuous service and process improvements, with a focus on automation
- Ensure compliance with operational processes and procedures; contribute to defining and improving operational standards
- Translate complex technical issues into clear, business-friendly communication
- Promote knowledge sharing and adoption of best practices across teams
- Collaborate closely with L1, L3, and development teams to resolve issues within agreed SLAs and severity levels
- Manage Event Management activities, including patching support and annual disaster recovery (RDR) exercises
- Participate in on-call support rotation as per team roster
Key Requirements
- Bachelor's degree in Computer Science or a related discipline
- 6+ years of relevant experience, preferably within financial services / banking IT
- Proven experience in Production Support or System Administration, operating at L2 or L3 level in a high-availability, mission-critical environment
- Strong hands-on expertise with:
o Linux / Unix systems and Oracle databases
o Web application architectures and protocols
o Java application performance troubleshooting, including scripting, code debugging, and database queries
- Solid automation skills, primarily using Unix Shell scripting and/or Python
- Strong understanding of resiliency and redundancy design
- Hands-on participation in Disaster Recovery (DR) exercises and technical recovery activities
- Good working knowledge of ITIL framework
- Hands-on experience with ITSM tools (e.g. Incident, Problem, Change Management modules)
- Ability to work independently under pressure, adapt quickly, and learn with minimal supervision
- Strong attention to detail, teamwork, and communication skills across all organisational levels
