Production Support Analyst

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

PERSOL Singapore Pte Ltd is seeking an experienced IT Production Support specialist to investigate production issues, classify defects, and provide workarounds to keep business processes moving. You will log incidents and respond to users promptly.

Responsibilities include coordinating L2/L3 investigations, prioritizing defects, planning releases, ensuring SLA-based availability, supporting end-of-day batch runs, and sharing knowledge with QA and development teams.

Qualifications

• Bachelor's degree in CS/IT or engineering
• 7 years IT industry experience in development or production support
• Minimum 5 years relevant production support experience
• Experience in L2 or L3 production support
• Familiar with enterprise tools (MQ, Connect Direct, Control-M, Helix, Aldon) and monitoring/log analytics tools

Responsibilities

• Investigate production issues and determine defect severity.
• Log incidents and respond to users in a timely manner.
• Provide information for L3 investigations to proceed with fix.
• Prioritize defects and plan production releases.
• Follow up on defect/incident closure per SLA.
• Share production defect learnings with QA and development teams.
• Ensure system availability per agreed SLA.
• Support end-of-day batch run.
• Perform annual Disaster Recovery (DR) exercises for supported applications.
• Provide server-level patch/upgrade support to System Engineers as applicable.
• Ensure proper knowledge transfer from project/development before enhancement release.
• Update application documentation for each production release.

Skills

Incident management

Production support

L2/L3 support

Communication

Education

Bachelor's degree in Computer Science/IT or Engineering

Tools

MQ

Connect Direct

Control-M

Helix

Aldon

Geneos

Splunk

Ansible

Grafana

Elastic Search

Job description

Responsibilities

• Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Provide necessary information needed for further investigation to next level support (L3) to proceed with fix
• Prioritize defects and plan for production release based on defect criticality or align with quarterly release
• Follow up on defect and incident closure and meet incident closure KPI
• Share production defect support learning with QA team and development team to improve application quality and minimize future defects
• Make sure system availability as per respective agreed SLA
• Support EOD batch run
• Perform annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches / upgrade as and when applicable
• Ensure proper knowledge transfer (KT) from project / development team before enhancement release
• Ensure application documentation is properly updated for each production release

Skills/Requirement

• Bachelor's degree of Computer Science/IT or Engineering
• 7 years working experience in IT industry as Development or Production Support role of which minimum 5 years relevant experience
• Experience in L2 or L3 production support
• Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M, Helix, Aldon, etc.
• Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc

We regret to inform that only shortlisted candidates will be contacted.

PERSOL Singapore Pte Ltd - EA License No. 01C4394 - EA Registration No. R1551626 (SUJA THERESA FRANCIS)

This is in partnership with Employment and Employability Institute Pte Ltd ("e2i"). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i's PDPA.