Production Support Analyst IS-69673

INFOGAIN SOLUTIONS PTE. LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A finance technology firm in Singapore seeks a Production Support Analyst with at least 4 years of banking IT experience. The analyst will manage incidents, troubleshoot issues, and generate reports. Candidates must have a relevant degree and substantial technical skills in distributed technologies and support for mobile applications. A flexible, team-oriented individual is sought for this high-pressure environment.

Qualifications

• Minimum 4 years of experience working in Banking IT industry support.
• Strong team player, flexible and able to manage time effectively.
• Experience in L2 / L3 support in a high availability environment.

Responsibilities

• Manage incidents ensuring adherence to service targets.
• Troubleshoot and resolve complex technical issues.
• Generate reports on incident trends and resolution times.

Skills

Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct

iOS / Android application support

OpenShift

Kubernetes

SQL

VB

Education

Bachelor’s degree in computer science or related field

Tools

Windows Server

Docker

AWS

Job description

Overview

Role: Production Support Analyst

Job Requisition Number: IS-69673

Job Level: 3 – 9 years of relevant experience (L2/L3)

Location: Singapore

Responsibilities

• Incident Management: Manage incidents according to defined processes and procedures, ensuring adherence to service targets and quality standards.
• Ticket Handling: Receive, analyze, and prioritize incoming tickets, assign them to appropriate teams or individuals, and ensure timely follow-up on resolutions.
• Issue Resolution: Troubleshoot and resolve complex technical issues within IT infrastructure environments, collaborating with cross-functional teams as needed.
• Root Cause Analysis: Identify recurring problems and implement preventative measures to minimize future occurrences.
• Communication: Effectively communicate status updates, outages, and other important information to stakeholders during production hours.
• Collaboration: Work closely with development teams, vendors, and external partners to address system issues and enhance overall system performance.
• Continuous Improvement: Proactively identify areas for process improvement and implement changes to improve efficiency and customer satisfaction.
• Reporting: Generate regular reports on incident trends, ticket resolution times, and other key metrics to help inform decision-making and drive continuous improvement efforts.
• Team Support: Assist in training new team members and provide guidance to junior staff members as needed.
• On-Call Support: Participate in after-hours on-call rotations to ensure system stability and availability outside of standard business hours.

Qualifications

Education:

• Bachelor’s degree in computer science or related field.
• At least 6 years’ relevant experience preferably in a Finance Institution.

Must have:

• Minimum 4 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.
• Strong team player. Flexible and being able to manage time effectively.
• Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.
• Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.
• Solid understanding of ITIL methodology.

Technical Skills

• 3-4 years’ experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct
• 2+ years’ experience supporting native iOS / Android applications in large Production environments.
• Support maintenance of OpenShift, container native applications and microservice design patterns.
• Two years of experience managing or supporting OpenShift or Kubernetes infrastructures.
• Experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc.
• Ability to manage the container platform ecosystem.
• Assist in change review of container platform for new versions of OpenShift, Hotfixes, etc.
• Integrate multi-functional applications into container-based support services.
• Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle.
• Troubleshoot software code issues and report findings.
• Review and provide feedback on project technical documentation.
• Assist in the troubleshooting of incidents, timely follow up with development team for fixes.
• Assist with trouble tickets with the ability to create, update, and close tickets, and track items to resolution (Remedy, Confluence, JIRA)
• Hands-On experience in writing / debugging scripts, code, database queries
• Software Engineering & Change Management.
• Solid understanding of resiliency and redundancy designs.
• Interfaces and Messaging systems.

Personal Skills

• Ability to work in a team environment.
• Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority.
• Excellent communication and interpersonal skills with the ability to communicate well at all levels.
• Strong problem-solving skills while being process orientated.
• Self-motivating and delivery focused individual.

Technical Considerations

• SQL, VB, .NET
• Red Hat Linux, Shell Script, Java
• OpenShift

Please forward your resume in MS word format to [e-mail]