Production Support Analyst

R SYSTEMS (SINGAPORE) PTE LIMITED; Singapore; On-site; SGD 78,000 - 123,000; Full time

Job summary

R SYSTEMS (SINGAPORE) PTE LIMITED is seeking a seasoned Production Support specialist to ensure availability and performance of critical banking applications in Singapore.

You will manage incidents, coordinate communications, and drive automation and process improvements while adhering to ITIL practices and partnering with L1/L3 and development teams to meet SLAs.

Qualifications

• Bachelor’s degree in computer science or related field.
• At least 5 years’ relevant experience preferably in a Finance Institution IT in internet and mobile banking applications and API.
• Experienced in Production Support or System Administration (Linux, Unix, Oracle) in high-availability environments.
• Strong understanding of web application architectures and troubleshooting Java performance issues.
• Proficient in automation using Unix Shell scripting and Python.
• Knowledge of resiliency and redundancy architectures; experienced in DR exercises.
• Familiar with ITIL frameworks and ITSM tools such as BMC Helix and ServiceNow.
• Ability to work independently and collaboratively with strong attention to detail.

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 issues, and disruptions, with timely updates.
• Lead technical remediation efforts per non-functional requirements.
• Drive continuous service and process improvements, focusing on automation.
• Ensure adherence to operational processes and support development of standards.
• Communicate complex issues clearly to business users and promote knowledge sharing.
• Collaborate with L1, L3, and development teams to resolve incidents within SLAs.
• Support Event Management activities, patching, and annual DR exercises.
• Provide on-call support based on team roster.

Skills

Production Support

System Administration

Java performance debugging

Automation (Shell & Python)

ITIL/ITSM

Incident/Problem/Change Mgmt

Communication

Team collaboration

Disaster Recovery

SLA management

Education

Bachelor’s degree in computer science or related field

Tools

BMC Helix

ServiceNow

Oracle

MS SQL

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)