Production Support Analyst (Banking)

D L Resources Pte Ltd; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A financial services company in Singapore is seeking a Technical Specialist. You'll ensure business application reliability, support users' inquiries, and lead incident resolution. Candidates should have over 7 years of experience in software development and production system support within the financial industry. Strong communication skills and problem-solving abilities are essential. The role includes after-hours standby support.

Qualifications

• At least 7 years of software development and production system support experience in the financial industry.
• Excellent communication and interpersonal skills.
• Strong change management control and documentation skills.

Responsibilities

• Ensure system service uptime and support users' inquiries.
• Lead timely resolution of operational system issues.
• Develop and maintain professional relationships with business users.

Skills

Software Development

Production System Support

Incident Management

Communication Skills

Problem Solving

Tools

MySQL

Oracle

VBA

Control-M

Job description

Responsibilities

• Technical Specialist responsible for the business application portfolio availability and reliability to serve the business per agreed service level targets.

• Ensure system service uptime & day-to-day smooth running, support users’ enquiries and perform due diligence to ensure ease of maintenance, operation efficiency, system monitoring and availability.

• Lead by example in high pressure situations and timely resolution of any day-to-day Tier-1 application system issues/incidents.

• Provide timely escalation/report to system support team lead concerning BAU matters, tracks and manage the production issue from opening to closure, including follow-up fixes wherever is applicable.

• Work with cross functional teams to troubleshoot and resolve complex issues.

• Performance analysis and fine tuning of industry cut off time-sensitive systems.

• Assess operational readiness of new products / applications / flows and execute continuous service improvement plan, process improvement.

• Develop and maintain professional relationships with all relevant business users/operation support center as well as providing effective and timely support for production issues as well as queries.

• Contribute in effective knowledge management best practices within team and organization. Support the upkeep of the supporting documentation related to the application system in-charged.

• Support system resiliency activities such as DR exercise, BCP and system improvement planning.

• Liaise with various support units such as Data Security, Infrastructure, Technical Service, and Quality Assurance on system/application setup, environment and deployment.

• Work with level 1 support in application knowledge transfer in establishing standard first level recovery process/system health check monitoring/scheduled activities as well as common application user queries.

• Work with project/development/Level 3 team in permanent resolution/change request management – all types including enhancements, bug fixes, etc.

• Provide after office hours standby support (on rotation basis) and for emergency recoveries.

Requirements

• At least 7 years of software development and production system support experience in the financial industry is preferred.

• Ability to foster a proactive team environment focused on technical remediation of Production Environments.

• Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority

• Excellent communication and interpersonal skills, and able to work well with cross-organizational teams; to communicate and develop long lasting relationships with all levels in a clear, concise manner.

• Capable in prompt incident and problem management, provides short term workaround and long term solutions wherever is applicable, in order to maintain system maximum uptime and availability.

• Strong in change management control, good documentation skills and high problem solving skills.

• Strong team player. Flexible and able to coordinate team effectively both in and outside of office hours; willing to take on challenges and provide prompt and effective day and night support

• Good Understanding of wholesale and transaction banking operation function domain covering Payment and account receivables operation.

• Understanding of ITIL methodology would be highly advantageous.

Key requirements

• Technically sound in distributed system (Linux, Unix, Windows), Relational Database Management System (MySQL, MSSQL, Oracle) concepts, SQL queries for data retrieval and analysis.

• Experience writing scripts on automation (VBA, excel and/or other languages), database queries, generating capacity and performance reports, MS SharePoint administration

• Incident Management / Problem Management / Capacity and performance management

• Experience in scheduling tools and Interfaces and Messaging systems/file transfer protocol such as Control-M, sFTP, Connect Direct, IBM Websphere MQ and etc.

• Knowledge of Platform-as-a-Service (PaaS) cloud solutions in Red Hat OpenShift is a plus.