Production Support Analyst

Key Responsibilities:

. Be a part of the Service Recovery team focusing on the Risk space provide proactive, timely, effective and efficient support to the users in the Risk System space

. Adopt standard Incident Management workflow and processes, i.e. timely ticket, defect and incident loggings, proper change management process, and quality issue/impact emails

. Adhere to the Bank's standard Change Control Management practices, procedures and guidelines for application releases and implementation roll-out

. Participate and collaborate with the development team on issue investigation and analyse impacts on issue or user requirements

. Assist the application development team as needed by validating fixes or enhancement to ensure problems have been adequately resolved

. Drive in annual DR/BCM activities or assist in infrastructure related upgrade

. Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

. Troubleshoot the 2nd level technical support issues by identifying the root cause and work closely with users and various IT teams

. Be the important bridge between users and development team and provide regular updates to all relevant parties

. Articulate and escalate the support issues with detailed investigation / findings to development team if it requires any code change

. Manage and follow up the problems (those issues escalated to development team) and make sure the problems eventually are resolved and rolled out to production

. Be main gate keeper of the production environment by being proactive to check in advance what are the things being rolled out to production environment

. Document SOP and processes to ensure smooth handover to L1 team

. Be proactive to identify any potential risk in production environment and flag that to development team or users

. Participate in testing to make sure good quality fix to be rolled out

. Identify areas of improvement to drive down the support volume

Requirements:

Education:

. Degree in computer science/engineering or related disciplines

Essential:

• Experienced in working on shifts and Production support
• At least 5 years relevant experience preferably in a similar role in a Financial institution.
• Strong understanding of SAS software - preferably in VIYA.
• Experience and strong understanding of Risk and Banking domain, especially in Enterprise Risk, Credit Risk and Operational Risk.
• Minimum 5 years of hands-on application support experience in bank or financial institution.
• Experience in working with some of these technical platforms or programming languages - SAS, SQL, MS Windows, Unix, Oracle, MS SQL Server, Control-M, Geneos, Splunk, MUREX
• Working knowledge of computer hardware and operating systems
• Good team player, independent, proactive and self-starter with excellent interpersonal and communication skills
• Strong analytical and good problem-solving skills
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred

Key Domain/ Technical Skills:

. Risk and/or banking domain knowledge

. SQL

. MUREX and/or SAS

. Control M