Job Description

Role: Production Support Analyst

JobRequisition Number: IS-93067

Job Level: 10 years ofrelevant experience (L4)

Location: Singapore

KeyResponsibilities:

. Role Overview

o Group Technology & Operations(GTO), Singapore, is seeking an experienced Production Support Analyst to join the Private Banking IT team.

o Responsible for supporting and managing the Temenos Odyssey Triple A, Edge Connect (RM Workbench), Client Dashboard, and One Start applications for the Private Banking business.

o Provide proactive, timely, and effective support to business users while ensuring system stability and service excellence.

Key Responsibilities

. Production Support & Incident Management

o Provide first-line production support for user issues, incidents, service requests, and queries, ensuring timely and effective resolution within agreed SLAs.

o Own and manage incidents and issues from identification through to closure, including escalation to relevant technology teams, vendors, and management where necessary.

o Conduct issue analysis, trouble shooting, and root cause investigations to resolve production problems.

o Maintain comprehensive documentation of issues, actions taken, decisions made, resolution simple minted, and lessons learned.

o Analyze incident trends and recommend preventive measures to minimize recurring issues.

. Stakeholder & Vendor Management

o Collaborate with business users, technology teams, and third-party vendors to facilitate issue resolution and support business requirements.

o Engage vendors to provide solutions that enhance the stability, sustainability, and performance of the production environment.

. Change, Release & Problem Management

o Adhere to Incident, Problem, and Change Management processes, including:

. Timely logging and tracking of tickets, defects, and incidents.

. Proper change control and release management procedures.

. Preparation of high-quality issue, impact, and communication updates.

o Support application releases by following established change control practices, procedures, and guidelines.

. Project & Development Support

o Work with development teams during requirements gathering, clarification, and impact analysis for enhancements and fixes.

o Validate application fixes and enhancements to ensure issues are adequately resolved before production deployment.

o Own and support small projects and initiatives, coordinating with various teams to deliver effective solutions for business users.

. System Maintenance & Continuous Improvement

o Utilize software updates, drivers, knowledge bases, FAQs, and other available resources to support incident resolution and service improvement.

o Participate in infrastructure upgrades, annual Disaster Recovery (DR) exercises, and Business Continuity Management (BCM) activities to ensure operational resilience.

. Key Objective

. Deliver reliable, high-quality production support services while ensuring application availability, operational stability, and a positive user experience for the Private Banking business.

Key Requirements:

Education and Experience:

. Degree in Computer Science / Engineering or related disciplines

. At least 6 years relevant experience preferably in a Finance Institution with hands-on application management experience, preferably in the Private Banking / Wealth Management business

Essential:

. Knowledge in Temenos Triple A and Odyssey suite of products

. Good team player, Independent , proactive and self-starter with excellent interpersonal and communication skills

. Basic understanding of the front to back of Private Banking / Wealth Management operations

. Experience working in an ITIL-driven environment, and working knowledge of ITIL principles

Technical Skills:

. Strong skills in Unix / Linux, Perl / Shell scripting,

. Database (MSSQL Oracle, Sybase)

. BMC Control-M Scheduler

. Knowledge in Temenos Triple A and Odyssey suite of products