L2 Production Support

ADECCO PERSONNEL PTE LTD; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Adecco Personnel Pte Ltd is seeking an Application Production Support professional to manage production incidents and problem management. You will handle incident tickets through ITSM tools, collaborate with technical teams to maintain service stability, and contribute to audits and stakeholder KPI reporting.

The role requires 5+ years in production support, strong Java and middleware knowledge, and expertise across Unix/Linux and Windows environments with scripting skills.

Qualifications

• 5+ years of IT experience in production support or equivalent.
• Flexibility and ability to navigate ambiguity with peers.
• Knowledge of Java/J2EE, SOAP/REST, XML/XSLT, MQ, and microservices.
• Unix/Linux and Windows OS with scripting skills.
• Experience with Oracle/DB2/PLSQL for incident resolution.
• Experience with event-driven and batch processes.
• Experience across L1/L2/L3 production support and monitoring tools.
• Ability to communicate status to business and management teams.

Responsibilities

• Identify and resolve production incidents.
• Lead problem management and determine root causes for permanent fixes.
• Manage incident and problem tickets in ITSM tool.
• Perform capacity and performance management of applications.
• Collaborate with Dev teams for onboarding/training of services or upgrades.
• Provide support during audits.
• Monitor KPI metrics and prioritize defects and enhancements.

Skills

ITIL knowledge

Java / J2EE

Unix/Linux

Windows scripting

Oracle/DB2/PLSQL

Monitoring tools

Incident management

Production support

Tools

ITSM tools

JBoss

Integration platforms

Job description

We are hiring an Application Production Support to manage production incidents, perform problem management, and ensure timely resolution of issues. The role involves handling incident and problem tickets through enterprise ITSM tools and collaborating with technical teams to maintain service stability.

Key Responsibilities

• Identification and resolution of production incidents.

• Problem management post-incident resolution to determine root causes, implement mitigating actions, and drive permanent resolutions.

• Management of incident and problem tickets through the ITSM tool.

• Capacity and performance management of applications.

• Collaborate with development teams for onboarding and training of new services or major upgrades.

• Provide support during internal and external audits.

• Stakeholder management, working closely with business and operations partners to understand KPI metrics, measure service stability, and prioritize defect fixes and enhancements.

Required Skills & Experience

• 5+ years of relevant IT experience in production support, ITIL, release support, technical implementations, or equivalent.

• Flexibility, ability to navigate ambiguity, and quickly establish credibility among technical peers

• Proven knowledge in some or all of the following:

  • Core Java / Java/J2EE, JDBC, EJB, Java Web Services

  • Server-side technologies: SOAP/RESTful services, XML/XSLT, AOP, MQ, Microservices, integration platforms.

• Good knowledge of middleware components and application servers (e.g., message brokers, JBoss, integration platforms).

• Strong operating system knowledge in Unix/Linux and Windows, including scripting skills.

• Experience with database technologies (e.g., Oracle, DB2, PL/SQL) to support incident resolution.

• Knowledge of event-driven and schedule-driven batch processes.

• Hands-on experience in various production support roles (L1/L2/L3) and using 2-3 widely used monitoring/scheduling tools.

• Ability to provide front-line technical support for incidents, problems, release/deployment, operational readiness, application monitoring, and production governance.

• Experience with troubleshooting, root cause analysis, and resolution using advanced queries and programming skills.

• Experience in real-time restoration and triaging of issues impacting technical services, keeping stakeholders informed during the restoration period.

• Ability to collaborate closely with infrastructure, development, and testing teams for software/hardware upgrades, server upgrades, and integrated/independent releases.

• Ability to assess initial severity, gather impact data, engage supporting teams, and engage supporting teams

• Experience with on-call support, triaging problems, and coordinating with various support teams for incident and problem management.

• Ability to communicate application status and health across business and management teams.