Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward
Manage and respond to users on timely manner.
Log incident ticket for production issues and user queries
Provide necessary information needed for further investigation to next level support (L3) to proceed with fix
Prioritize defects and plan for production release based on defect criticality or align with quarterly release
Requirements
Bachelor's degree in computer science or related field.
At least 3 years relevant experience preferably in Level 2 production support field.
You need to possess good analytical mind in production trouble-shooting and capable to work with Development/Level 3 support team and other stakeholders for interim solution, fixes delivery and continuous improvement for preventive measure.
Experience in incident and problem management life cycle to follow thru till proper closure of incident and problem tickets.
You are expected to be a fast learner to acquire assigned banking domain knowledge and to on-board new apps / modules / services / functions / enhancements from Development teams and ensure production stability would not cause by these changes.
Capable in preparing/maintaining KB/SOP/Runbook documentation for incident related issues and System Operations supported activities (eg. OS/DB patch, RDR, Cert/Key renewal, batch trending analysis, etc.)
Committed to take on EOD / System Operation support roster to support EOD batch run and support upgrade/maintenance activities scheduled during wee-hours and weekend.
You must have work experience in AS400 and/or Open System platform if you are in Banking / Financial industry previously, it would be a bonus.
Inclination for automation and tooling and exposure to Splunk, Geneos, Control-m, Helix, Aldon, etc. would be great advantage.
