Production Support Analyst

Responsibilities:

• Deliver high-quality production support for cross-functional applications serving Wholesale Banking stakeholders.
• Oversee application availability, incident management, problem management, and capacity for systems within scope.
• Analyse, troubleshoot, and resolve incidents, problems, and user issues effectively.
• Coordinate incident communications, including SLA breaches, major incidents, and upstream or downstream issues, while keeping the team, manager, and department updated.
• Lead technical remediation in line with agreed non-functional requirements.
• Drive continuous improvement of services, processes, and tasks through automation.
• Ensure critical processes and procedures are followed and help define operational standards.
• Translate complex technical issues into clear language for business users.
• Promote strong knowledge management practices across the team and organization.
• Collaborate with Level 1, Level 3, and development teams to resolve incidents, problems, and user issues within SLA and in line with the bank's severity framework.
• Support event management activities, including patching and annual RDR exercises.
• Provide on-call support according to the team roster.

Requirements:
. Bachelor's degree in computer science or related discipline.

. At least 7 years of L2/L3 production support experience in Banking IT within a high-availability, mission-critical environment.

. Experience supporting Cash & Trade Management platforms in Wholesale Banking is an advantage.

. Hands-on experience performing Pre-DR and RDR activities is required.

. Previous experience in development or system administration (Linux, Unix, Oracle) is preferred, but candidates must currently be working in an L2 or L3 support role.

Key Domain/ Technical Skills:

. Distributed technologies, including Unix/Linux, MQ, WebLogic, Java, Oracle, and Connect: Direct.

. Experience with monitoring tools such as Splunk, Geneos, and BMC Helix, TrueSight.

. Experience using batch schedulers such as Control-M, AutoSys, or Cron.

. Experience with host-to-host file transfer protocols such as SFTP.

. Strong automation skills, particularly in Unix shell scripting or Python.

. Hands-on experience writing and debugging scripts, code, and database queries.

. Knowledge of interfaces and messaging platforms.

. Strong troubleshooting skills for Java application performance issues.

. Strong understanding of web and mobile banking application architecture.

. Solid understanding of ITIL methodology.

. Knowledge of software engineering and change management practices.