Senior Software Analyst (App support, BA)- Contract

Job description:

You will join the BA, application support team to provide application operation support to minimize business disruption.

You must be able to communicate well with both internal and external partners.

You need to work in shift arrangement. Shift arrangement will be reviewed and adjusted based on business needs.

PRIMARY RESPONSIBILITIES

. Provide L3 operation support for in-scope systems (70% to 90%)

. Working on shift arrangement (3 shifts to support from 5am to 9pm on weekdays, 7am to 1pm on Saturday, and 7am to 9am on Sunday & Public Holiday. Shift arrangement is subjected to be reviewed and adjusted according to business requirement)

. Monitoring to ensure batch operation jobs complete per schedule c. Monitoring application health based on runbook

. Attending to system alerts and follow SOP to resolve and escalate to SME support

. Recover job or application service based on runbook f. Ensure that activities within the support and incident process are being performed at a high level of quality and that it meets its associated service levels and KPIs

. Attending to incident tickets and escalate to Level 2 support for service recovery, and follow up to ensure incident is closed timely

. Reporting on application health status and trending

. Follow onboarding process to take over new system support, and ensure proper onboarding requirement are met, such as run book for system health check, recovery SOP, batch job criticality

. Maintain and update Runbook documents

Continuous improvement on operation support by updating SOP and automating SOP defined activities, creating/updating monitoring dashboard (10% to 30%)

. Update application SOP to provide efficient operation support

. Revise existing L1 SOP to provide efficient operation support

. Automate monitoring activities for defined SOP

. Create new monitoring dashboard or enhance existing monitoring dashboard if needed

Production Operation support is 24x7. Income constantly reviews on support model to meet business requirement. Income may implement shift to cover 24x7 on-duty support. Below are examples of support after office hours:

a. If any production incident, the staff shall attend to the incident resolution immediately.

b. Support for project cutover, such as to conduct application health check for affected applications

c. Support for important service request upon manager approval

Requirements:

. Bachelors in Computer Engineering / Science, Information Technology, Electronic, Electrical, or equivalent.

. 5+ years of experience in supporting application operation, BA.

. Application Monitoring Experience

. Batch operation support experience
To prepare Test Plan, perform testing on the application, manage/monitor UAT to ensure timely and quality deliverables.
Able to communicate and manage vendor & solution team to ensure a smooth delivery of project and enhancements on time.

. Familiar with some of the platforms, such as Windows, Linux, Unix, Cloud Platform (AWS), database and middleware

. Familiar with application programming language, such as Java, .Net

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