Production Support Analyst

Experience: 3-5 years
Role: Production Support Analyst

Responsibilities:

• Provide top-tier Production Support services to Channel

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.

Requirements:

Education:

• Bachelor’s degree in computer science or related field.

• At least 5 years’ relevant experience preferably in a Finance Institution

(Corporate or Retail Banking) IT in internet and mobile banking

applications and API.

Essential:

• You must be the experienced in Production Support or System

Administrator (Linux, Unix, Oracle) and currently operating in a Level 1.5

or Level 2 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 competency in automation skills (primarily using Unix

Shell scripting or Python)

• You must understand resiliency and redundancy designs and participated

in Disaster Recovery excises task or activities(technical)

• You must be familiar 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 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.

Key Domain/

Technical Skills:

• 5+ years in Red Hat Linux, Shell Script, Java

• 5+ years in Oracle, MS SQL,

• 3+ years Connect Direct, IBM MQ

• 2+ years Host-to-Host File transfer (i.e. SFTP)