Production Support Analyst

R Systems; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

R Systems in Singapore is seeking an experienced Production Support Engineer to deliver top-tier support for channel stakeholders. You will oversee availability, incidents, problems, and capacity for critical applications, while driving automation and process improvements.

You will collaborate with L1/L3 and development teams, communicate technical issues clearly to business users, participate in DR exercises, and provide on-call coverage as per the roster.

Qualifications

• Bachelor's degree in CS or related field.
• 5+ years in production support/IT in finance banking settings.
• Experience in Linux/Unix/Oracle with Level 1.5/2 support in high-availability environments.
• Strong knowledge of web app architectures; able to troubleshoot Java performance issues, code debugging, and DB query analysis.
• Proficient in Unix Shell scripting and Python.
• Familiar with ITIL and ITSM tools like BMC Helix and ServiceNow.
• Able to work independently with great attention to detail.
• Excellent communication and cross-team collaboration skills.

Responsibilities

• Provide top-tier Production Support to Channel stakeholders.
• Oversee availability, incident response, problem resolution, and capacity management.
• Analyse and resolve incidents, problems, and user inquiries.
• Coordinate incident communications, SLA breaches, and disruptions; provide timely updates.
• Lead technical remediation consistent with non-functional requirements.
• Drive continuous service improvements and automation initiatives.
• Ensure adherence to processes and help develop operational standards.
• Communicate complex issues clearly to business users.
• Promote knowledge sharing and best practices across teams.
• Collaborate with L1, L3, and development teams to resolve issues within SLAs.
• Support Event Management, patching, and DR exercises; on-call as rostered.

Skills

Communication skills

Team player

Independent worker

Attention to detail

Education

Bachelor's degree in CS

Tools

BMC Helix

ServiceNow

Unix Shell

Python

Red Hat Linux

Oracle

MS SQL

Connect Direct

IBM MQ

SFTP

Job description

Responsibilities:

• Provide top-tier Production Support services to Channel stakeholders.


• Oversee application availability, incident response, problem resolution, and capacity management for assigned applications.


• Analyse and resolve incidents, problems, and user inquiries effectively.


• Coordinate incident communications, including SLA breaches, major application issues, and upstream/downstream disruptions, ensuring timely updates to teams and management.


• Lead technical remediation efforts in line with established non-functional requirements.


• Drive continuous service and process improvements, with a focus on automation.


• Ensure adherence to operational processes and procedures and support the development of operational standards.


• Communicate complex technical issues in a clear and understandable manner to business users.


• Promote knowledge sharing and the adoption of best practices across teams.


• Collaborate with L1, L3, and development teams to resolve incidents, problems, and service requests within agreed SLAs.


• Support Event Management activities, including patching support and annual RDR exercises.


• Provide on-call support based on the team roster.

Requirements:

• Bachelor’s degree in computer science or related field


• At least 5 years’ relevant experience preferably in a Finance Institution (Corporate or Retail Banking) IT in internet and mobile banking applications and API


• Experienced in Production Support or System Administration (Linux, Unix, Oracle), operating in a Level 1.5 or Level 2 support role within high-availability, mission-critical environments.


• Strong understanding of web application architectures and protocols, with hands-on experience troubleshooting Java application performance issues, including script development, code debugging, and database query analysis.


• Proficient in automation using Unix Shell scripting and Python.


• Sound knowledge of resiliency and redundancy architectures, with hands-on participation in Disaster Recovery (DR) exercises and technical recovery activities.


• Familiar with ITIL frameworks and methodologies, with practical experience using ITSM tools such as BMC Helix and ServiceNow across Incident, Problem, and Change Management modules.


• Capable of managing tasks independently, adapting quickly to new environments, learning new technologies with minimal supervision, and maintaining strong attention to detail.


• Excellent team player with effective communication skills and the ability to collaborate across all organizational levels.

Technical Skills:

• 5+ years in Red Hat Linux, Shell Script, Java


• 5+ years in Oracle, MS SQL,


• 3+ years Connect Direct, IBM MQ


• 2+ years Host-to-Host File transfer (i.e. SFTP)