Production Support Specialist

Dexian; Selangor; On-site; MYR 72,000 - 120,000; Full time

Job summary

Dexian seeks a Production Support Analyst to provide Level 1 technical support across two application ecosystems, ensuring optimal system performance, security, and user productivity. You will perform daily health checks, handle service requests, monitor resources, and participate in incident/problem management and access administration.

Candidates should hold a university degree in Computer Science and have at least 3 years in IT solution delivery, with familiarity in AWS, Docker, Kubernetes,

Qualifications

• University degree in Computer Science or related fields.
• Minimum 3 years of experience in IT solution delivery, preferably in the insurance / financial services field.

Responsibilities

• Perform daily health checks on applications and take corrective actions for problems encountered during health checks.
• Perform on-demand health check support during non-business hours.
• Start/Stop applications and related components; manage and monitor production resources.
• Monitor the usage of system resources and execute actions when thresholds are met.
• Trouble-shooting incidents and route/escalate to Level 2 when needed.
• Create, modify, and delete user IDs; reset passwords and manage access rights.

Skills

AWS basics

Docker

Kubernetes

Git

SQL Server

Java Spring

REST APIs

Angular/Typescript

Jaspersoft

Data modelling

CI/CD (Jenkins)

Terraform

XML/JSON parsing

DXC Assure ecosystem

Education

Bachelor's degree in Computer Science

Tools

MS SQL Server

Jenkins

Docker

Kubernetes

Job description

The Production Support Analyst will serve as a critical operational resource providing Level 1 technical support across two distinct application ecosystems while ensuring optimal system performance, security, and user productivity.

Support production operations by resolving system issues, handling daily enquiries, system health checks, housekeeping and tracking / executing service desk requests. Work closely with vendor where application related support services are outsourced. Manage and monitor the production server capacity to ensure optimal server utilization and performance, monitor.

KEY ACCOUNTABILITIES

DXC Assure/Integral application support

• Perform daily health checks on applications and take corrective actions for problems encountered during health checks.
• Perform on-demand health check support during non-business hours.

Operations

• Perform housekeeping and maintenance activities to ensure the continuous running of the systems/applications based on SOP.
• Start/Stop applications and related components- Support
• Monitoring and alert of events and execute the necessary corrective actions.
• Monitor the usage of system resources and execute the required actions when pre-defined thresholds are met.
• Monitor backup status

Incident / Problem Management

• Trouble-shooting incidents based on SOP
• Perform incident ticket routing and escalation to Level 2 support if incidents cannot be resolved at Level 1

Service Request

• Standard and repeatable activities

ID and Access Administration

• Create, modify, and delete user IDs for applications upon receipt of approved service requests
• User password reset
• Unlocking user accounts
• Urgent user access revocation upon authorised AXA requests
• Manage user access rights to applications.

Production Support Analyst | Job Description

KEY STAKEHOLDERS

External

• Sales-HR function in distribution related
• Distribution management
• Regional Office functions including Regional Marketing, Regional Finance, Regional Actuarial Services, Regional Program Office, etc.
• Regional Business Application Managers, Local Business Representatives, Local Program Office
• External service providers

Internal

• AXA AMS Governance Team in resources and procurement issues
• AXA AMS & AXA GO Service Delivery Team in IT service delivery issues and production system management issues
• Other application teams under AXA AMS Solution Delivery Team for cross-team application system development issues (local country IT teams)

EXPERIENCE AND QUALIFICATIONS

Qualification

• University degree in Computer Science or related fields.

Experience

• Minimum 3 years of experience in IT solution delivery, preferably in the insurance / financial services field.

Skills

• Basic knowledge of AWS EC2, S3, RDS, IAM, Docker, Git, Kubernetes, Jenkins, Terraform, Git, MS SQL server
• Basic knowledge of Java Spring Boot, Spring MVC, Webservices, Node JS, REST API, SQL server DB, Mongo DB, UI/UX (Angular 12+, Typescript, HTML5, CSS3, Bootstrap) Jasper Templates, Sisene tool, Data modelling, Data warehouse concepts, Jaspersoft studio, XML, and JSON parsing knowledge.
• working knowledge of DXC ASSURE suit of applications a. Integral/Life, b. Integral/pathfinder, c. Integral/Insights and d. Integral/product engine', e. Integral Smart framework, VPMS would be an added advantage.
• basic knowledge of AS/400, COBOL, CL programs and Query/400 is required. Experience with DXC’s POLISY, GROUP or other insurance application systems, guidewire claims center application & Fortra Batch Management software (Robot schedule and Robot replay) would be a definite advantage.
• Strong business acumen to facilitate delivery of sound business solutions.
• Good understanding of system development life cycle and quality assurance process.
• Strong analytical and problem-solving skills and experience.
• Good interpersonal skills, written and verbal communications skills in English.
• Ability to work independently and handle challenging deadlines.