Technical Operations Analyst - Application

SID Global Solutions; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

SID Global Solutions in the Philippines seeks an experienced Incident and Problem Support professional to provide 2nd level IT support for escalated incidents, perform root-cause analysis, and coordinate with cross-functional teams. Key focus areas include proactive handling of obsolescence and vulnerabilities, planning patches, and managing production releases to ensure stable technical operations.

The role requires at least 4 years in global banking IT, strong programming, database, and

Qualifications

• At least 4 years of global industry/banking experience with business analysis and requirements definition.
• Experience in programming and troubleshooting across multiple applications, OS, and databases.
• Familiarity with CI/CD and containerization is a plus.

Responsibilities

• Provide 2nd level support to incidents/problems escalated by Level 1 support
• Perform code level investigation/troubleshoot of incidents and problems and implement code changes in a highly technical environment
• Drive to get the root cause of the issue as part of incident tickets
• Gather data, tests, and replicate incidents and problems
• Identify and implement workarounds or emergency fixes until the underlying issues/defects are resolved
• Use monitoring and diagnostic tools or run tests to investigate and resolve problems quickly and accurately
• Database interrogation using Database Server and queries to analyze impact of defects
• Investigate, diagnose and report software defects to Build Team or Software vendor for permanent resolution
• Triaging application issues and driving to get to the root cause of issues
• Consult and coordinate the effort within the team and other support team to resolve incidents in a timely manner
• Regularly update stakeholders in an ongoing troubleshooting and resolution efforts
• Develop and maintain relationship with different stakeholder and supporting teams

Skills

2nd level IT support

Root cause analysis

Code-level investigation

CI/CD familiarity

Docker

Kubernetes

Java

Python

Banking software

Tools

Docker

Kubernetes

SQL

TCP/IP/HTTP/SSL

Job description

Responsible for handling incidents and problem tickets escalated to ITAIO-AO, which includes investigation, resolution identification, impact and root cause analysis, and escalation to different support teams for further investigation or resolution implementation. The role is also responsible for proactive handling of obsolescence and vulnerabilities, implementing enhancements and permanent fixes, planning application and infrastructure patches, scheduling preventive maintenance, managing production releases and coordinating capacity management for seamless technical operations

Duties & Responsibilities:

INCIDENT AND PROBLEM SUPPORT

• Provide 2nd level support to incidents/problems escalated by Level 1 support
• Perform code level investigation/troubleshoot of incidents and problems and implement code changes in a highly technical environment
• Driving to get the root cause of the issue as part of attending incident tickets
• Gather data, tests, and replicate incidents and problems
• Identify and implement workarounds or emergency fixes until the underlying issues/defects are resolved
• Use monitoring and diagnostic tools or run tests to investigate and resolve problems quickly and accurately
• Database interrogation using Database Server and queries to analyze impact of defects
• Investigate, diagnose and report software defects to Build Team or Software vendor for permanent resolution
• Triaging application issues and driving to get to the root cause of issues
• Consult and coordinate the effort within the team and other support team to resolve incidents in a timely manner
• Regularly update stakeholders in an ongoing troubleshooting and resolution efforts
• Develop and maintain relationship with different stakeholder and supporting teams

Work Experinece :

• At least 4 years of demonstrated global industry/ banking experience with business casing, business analysis and requirements definition, software development and testing

Skills:

• Experience in programming, and working with different application, OS (Operating System), and databases
• Strong experience in technical support and troubleshooting, thinking outside the box, problem simulation, and log file diagnostic
• Experience in Continuous Integration and Delivery is a plus
• Working knowledge/experience in using containerization and orchestration platform (i.e. Docker, Kubernetes) is a plus
• Experience in relational database and familiarity with network protocols (i.e. TCP/IP, HTTP, SSL, etc) Strong knowledge in n-tier web applications
• Development background and experience in programming languages/scripting (i.e. Java, #Net, Python, etc)
• Experience in the development / support of bank/financial applications/systems