Production Support Analyst (Internet & Mobile Banking)

About the Role

We are looking for a resilient, technically sharp Production Support Analyst with 5+ years of IT experience within Corporate or Retail Banking. If you thrive in high-availability, mission-critical digital banking environments and have a hands-on technical background in Linux, Java, and Oracle, this is your chance to help safeguard seamless customer experiences across internet and mobile platforms.

Responsibilities

• Incident & Problem Management: Provide top-tier L1.5/L2 production support, overseeing availability, rapid incident response, and end-to-end resolution for core banking, APIs, and digital channels.
• Technical Remediation: Troubleshoot complex Java application performance bottlenecks, write/debug scripts and database queries, and manage file transfers (Connect Direct, IBM MQ, SFTP).
• Automation & Process Enhancement: Drive continuous service improvements by automating repetitive tasks using Unix Shell scripting or Python.
• Resiliency & DR Execution: Participate actively in Disaster Recovery (DR) exercises, annual RDR activities, and resilience architecture design tasks.
• Stakeholder & Vendor Coordination: Bridge technical complexities into clear business language during major disruptions, adhering to ITIL frameworks via ITSM tools (BMC Helix / ServiceNow).

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Minimum 5 years of relevant IT experience in Financial Services (Corporate or Retail Banking) focusing on internet banking, mobile apps, and APIs.
• Strong operational background as a Production Support Analyst or System Administrator in Linux/Unix and Oracle environments.
• Hands-on expertise troubleshooting Java application performance issues, including code/script debugging and writing complex database queries.
• Automation capabilities using Unix Shell Scripting or Python.
• Working familiarity with Connect Direct, IBM MQ, and Host-to-Host (SFTP) file transfer protocols.
• Frameworks & Methodologies: Practical, hands-on experience with ITIL frameworks and ITSM platforms (ServiceNow or BMC Helix).
• Soft Skills: Independent multitasker with close attention to detail, crisis composure, and stellar communication skills across organisational levels.