IT Production Support Engineer

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

UNITED OVERSEAS BANK LIMITED in Singapore seeks a production support specialist to manage and resolve incidents across AS400 and UNIX environments. You will engage with users, log and track tickets, and ensure adherence to defined SLAs and KPIs within a 24x7 onsite shift model.

The role requires hands-on experience with AS400, SQL queries, shell scripting, and ITIL practices, complemented by strong communication and problem-solving skills in a banking context.

Qualifications

• Hands-on production support in OPEN Systems/AS4000.
• Experience in retail/wholesale payment or customer information systems.
• Willing to work onsite shift-support model [24*7].
• AS400 and SQL queries; log parsing for issue investigation.
• Shell scripting (UNIX) and incident investigations optimization.
• Strong communication, professionalism and detail-orientation.
• AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler skills.
• ITIL service operation knowledge.
• Experience with 3rd party monitoring tools: Control-M, Genos, Splunk, SQL Monitor.
• Genos monitoring setup and dashboard configuration knowledge.
• Strong written and spoken communication; able to manage users.
• Able to adapt to any technology/environment.
• 2+ years' production support experience in banking/financial vendors.
• Capable of fast-paced work in high-pressure settings.

Responsibilities

• Investigate production issues and respond per defect severity SLAs.
• Manage and respond to users promptly.
• Log incident tickets for production issues and queries.
• Follow up on defect/incident closure and meet KPIs.
• Ensure system availability per SLA agreements.
• Ensure daily SOD and EOD execution for supported apps.
• Support annual DR exercises for supported applications.
• Assist System Engineers with server patches/upgrades.
• Resolve incidents across UNIX/OPEN/AS400/mainframe with workarounds.
• Keep incident and task documentation updated for releases.

Skills

Excellent communication skills

Team collaboration

Adaptability under pressure

Tools

AS400

Unix shell scripting

MS SQL

Oracle

BMC Control-M Scheduler

Splunk

Genos

SQL Monitor

Job description

Responsibilities:

• Investigate production issues, respond based on production defect severity SLAs.
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Follow up on defect and incident closure and meet incident closure KPI.
• Make sure system availability as per respective agreed SLA.
• Ensure daily start of day (SOD) and end of day (EOD) execution for supported applications complete successfully.
• Provide support for annual Disaster Recovery (DR) exercise for supported applications.
• Provide support to System Engineers on server level patches / upgrade as and when applicable.
• Work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or Unix shell or DB scripts etc.
• Ensure application incident & task documentation is properly updated for each production release.

Requirements:

• Prior hand-on production support experience of OPEN Systems/AS4000
• Good support knowledge in either one of the retail or wholesale payment or customer information systems
• Willing to work in onsite shift-support model [24*7]
• Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation
• Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation.
• Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail.
• Strong skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler
• Good to have understanding and experience of ITIL methodology [service operation]
• Knowledge with 3rd party monitoring tools like Control-M, Genos, Splunk, SQL Monitor
• Knowledge with Market Data, and Genos monitoring setup and dashboard configuration
• Strong written, oral communication skills and able to manage user.
• Ability to easily adopt to any technology / environment.
• 2 or more years’ production support experience in bank or financial vendors across multiple technologies / platform
• Be able to work in fast pace and high-pressure working environment.

Willingness to work across platforms - UNIX / open,AS/400 and mainframe