Production Support Analyst

SAKSOFT LIMITED; Singapore; Presencial; SGD 60.000 - 90.000; Jornada completa

Descripción de la vacante

SAKSOFT LIMITED seeks a Production Support Analyst with 3-5 years of experience to manage incident response, performance tuning, and capacity planning for critical applications. You will collaborate with engineering and service teams to resolve incidents and implement automation, ensuring adherence to ITIL processes and high availability standards.

The role requires strong scripting skills (Unix/Python), experience with Oracle/MS SQL, and comfort communicating complex technical topics to

Formación

• Experience in Production Support or System Administration in high availability environments.
• Strong troubleshooting of Java web applications and databases.
• Automation skills using Unix Shell scripting or Python.
• Familiarity with ITIL and ITSM tools.
• Ability to work independently with attention to detail.

Responsabilidades

• Provide top-tier Production Support to Channel stakeholders.
• Oversee availability, incident response, and capacity management for assigned applications.
• Analyse incidents, problems, and user inquiries effectively.
• Coordinate communications on Incidents, including SLA breaches and major issues.
• Lead remediation efforts that meet non-functional requirements.
• Drive automation and process improvement across services.
• Support knowledge sharing and implement best practices across the team and organization.
• Collaborate with first and third-level support and development teams to resolve issues within SLAs.

Conocimientos

Production support

System administration

Java troubleshooting

Automation scripting

Disaster Recovery

ITIL/ITSM

Team communication

Educación

Bachelor's degree in computer science or related field

Herramientas

BMC Helix

ServiceNow

IBM MQ

Oracle

MS SQL

Connect Direct

SFTP

Descripción del empleo

Experience: 3-5 years Role: Production Support Analyst

Responsibilities

• Provide top-tier Production Support services to Channel stakeholders.
• Oversee the availability, incident response, problem resolution, and capacity management for assigned applications.
• Analyse and address incidents, problems, and user inquiries effectively.
• Coordinate communications regarding Incidents, including SLA breaches, major application issues, and upstream/downstream disruptions, ensuring timely updates to the team, management, and department.
• Lead technical remediation efforts that meet established non-functional requirements.
• Show ongoing improvement in services and processes, focusing on automation where possible.
• Ensure adherence to key processes and procedures and assist in developing operational standards.
• Translate complex technical matters into clear, understandable information for business users.
• Support knowledge sharing and implement best practices across the team and organization.
• Work collaboratively with both first and third-level support, as well as development teams, to resolve incidents, problems, and user requests within agreed SLAs based on bank severity levels.
• Handle Event Management responsibilities, including patching support and annual RDR activities.
• Provide on-call support according to the team's roster.

Requirements

Education

• 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.

Essential

• You must be the experienced in Production Support or System Administrator (Linux, Unix, Oracle) and currently operating in a Level 1.5 or Level 2 role in a high availability / mission critical environment
• You must have strong understanding of web application architectures and protocols and hands on troubleshooting java application performance issues including writing / debugging scripts, code, and database queries
• You must have competency in automation skills (primarily using Unix Shell scripting or Python)
• You must understand resiliency and redundancy designs and participated in Disaster Recovery excises task or activities(technical)
• You must be familiar with ITIL framework and methodology and hands on experience usage of ITSM tools like BMC Helix or ServiceNow(Incident, Problem, Change Management modules)
• You must be efficient at managing tasks independently and and to adapt quickly, learns new skills with minimal supervision, and maintains strong attention to detail.
• You must excel in team settings and communicates effectively across all organisational 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)