Production Support Analyst

SAKSOFT PTE LIMITED; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

SAKSOFT PTE LIMITED is seeking a Production Support Analyst in Singapore with 6-9 years of experience in Private Banking IT. The role focuses on supporting Temenos Odyssey TripleA, Edge Connect (RM Workbench), Client Dashboard, and OneStart applications, ensuring system stability and service excellence.

You will provide frontline production support, manage incidents, and collaborate with vendors and business users to deliver timely resolutions, upgrades, and improvements in a regulated

Qualifications

• Degree in Computer Science / Engineering or related disciplines.
• At least 6 years’ relevant experience in a Finance Institution with hands-on application management experience.
• Essential: Knowledge in Temenos TripleA and Odyssey suite of products.

Responsibilities

• Provide first-line production support for user issues, incidents, service requests, and queries, ensuring timely resolution within SLAs.
• Own and manage incidents from identification to closure, with escalation as needed.
• Collaborate with business users, technology teams, and vendors to resolve issues and support business requirements.
• Adhere to Incident, Problem, and Change Management processes, including ticket logging, change control, and release support.
• Work with development teams on requirements, impact analysis, and verification of fixes before production deployment.

Skills

Unix/Linux

Perl/Shell scripting

Relational databases

BMC Control-M Scheduler

Temenos TripleA & Odyssey

Education

Degree in Computer Science / Engineering

Tools

BMC Control-M Scheduler

Temenos TripleA

Temenos Odyssey

Job description

Experience: 6-9 Years
Role: Production Support Analyst

Key Skills:
Strong skills in Unix / Linux, Perl / Shell scripting,

Database (MSSQL Oracle, Sybase)

BMC Control-M Scheduler

Knowledge in Temenos TripleA and Odyssey suite of products

Responsibilities:

Role Overview

• Group Technology & Operations (GTO), Singapore, is seeking an experienced Production Support Analyst to join the Private Banking IT team.
• Responsible for supporting and managing the Temenos Odyssey Triple A, Edge Connect (RM Workbench), Client Dashboard, and OneStart applications for the Private Banking business.
• Provide proactive, timely, and effective support to business users while ensuring system stability and service excellence.

Key Responsibilities

Production Support & Incident Management

• Provide first-line production support for user issues, incidents, service requests, and queries, ensuring timely and effective resolution within agreed SLAs.
• Own and manage incidents and issues from identification through to closure, including escalation to relevant technology teams, vendors, and management where necessary.
• Conduct issue analysis, troubleshooting, and root cause investigations to resolve production problems.
• Maintain comprehensive documentation of issues, actions taken, decisions made, resolutions implemented, and lessons learned.
• Analyse incident trends and recommend preventive measures to minimize recurring issues.

Stakeholder & Vendor Management

• Collaborate with business users, technology teams, and third-party vendors to facilitate issue resolution and support business requirements.
• Engage vendors to provide solutions that enhance the stability, sustainability, and performance of the production environment.

Change, Release & Problem Management

• Adhere to Incident, Problem, and Change Management processes, including:
• Timely logging and tracking of tickets, defects, and incidents.
• Proper change control and release management procedures.
• Preparation of high-quality issue, impact, and communication updates.
• Support application releases by following established change control practices, procedures, and guidelines.

Project & Development Support

• Work with development teams during requirements gathering, clarification, and impact analysis for enhancements and fixes.
• Validate application fixes and enhancements to ensure issues are adequately resolved before production deployment.
• Own and support small projects and initiatives, coordinating with various teams to deliver effective solutions for business users.

System Maintenance & Continuous Improvement

• Utilize software updates, drivers, knowledge bases, FAQs, and other available resources to support incident resolution and service improvement.
• Participate in infrastructure upgrades, annual Disaster Recovery (DR) exercises, and Business Continuity Management (BCM) activities to ensure operational resilience.

Key Objective

Deliver reliable, high-quality production support services while ensuring application availability, operational stability, and a positive user experience for the Private Banking business.

Requirements:

Education and Experience:

• Degree in Computer Science / Engineering or related disciplines

At least 6 years’ relevant experience preferably in a Finance Institution with hands-on application management experience, preferably in the Private Banking / Wealth Management business

Essential:

• Knowledge in Temenos TripleA and Odyssey suite of products
• Good team player, Independent , proactive and self-starter with excellent interpersonal and communication skills

Basic understanding of the front to back of Private Banking / Wealth Management operations

Experience working in an ITIL-driven environment, and working knowledge of ITIL principles