Provide top-tier Production Support services to stakeholders.
Oversee the availability, incident response, problem resolution, and capacity management for assigned applications.
Analyse and address incidents, problems, and user inquiries effectively.
Coordinate communications regarding Incidents, including SLA breaches, major application issues, and upstream/downstream disruptions, ensuring timely updates to the team, management, and department.
Lead technical remediation efforts that meet established non-functional requirements.
Show ongoing improvement in services and processes, focusing on automation where possible.
Ensure adherence to key processes and procedures and assist in developing operational standards.
Translate complex technical matters into clear, understandable information for business users.
Support knowledge sharing and implement best practices across the team and organization.
Work collaboratively with both first and third-level support, as well as development teams, to resolve incidents, problems, and user requests within agreed SLAs based on bank severity levels.
Handle Event Management responsibilities, including patching support and annual RDR activities.
Provide on-call support according to the team's roster.
Key requirements:
5-7 years in Red Hat Linux, Shell Script, Java
5-7 years in Oracle, MS SQL,
5+ years Connect Direct, IBM MQ
3+ years Host-to-Host File transfer (i.e. SFTP)
Requirements:
Bachelor's degree in computer science or related field.
At least 6 years relevant experience preferably in a Finance Institution (Corporate or Retail Banking) IT in internet and mobile banking applications and API.
You must be the experienced in Production Support or System Administrator (Linux, Unix, Oracle) and currently operating in a Level 2 or Level 3 role in a high availability / mission critical environment
You must have strong understanding of web application architectures and protocols and hands on troubleshooting java application performance issues including writing / debugging scripts, code, and database queries
You must have strong competency in automation skills (primarily using Unix Shell scripting or Python)
You must have solid understanding of resiliency and redundancy designs and participated in Disaster Recovery excises task or activities (technical)
You must be well-versed with ITIL framework and methodology and hands on experience usage of ITSM tools like BMC Helix or ServiceNow (Incident, Problem, Change Management modules)
You must be efficient at managing tasks independently and under pressure and to adapt quickly, learns new skills with minimal supervision, and maintains strong attention to detail.
You must excel in team settings and communicates effectively across all organisational levels.
