Production Support Analyst IS-69673

INFOGAIN SOLUTIONS PTE. LIMITED; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

A leading technology solutions firm in Singapore is seeking a Production Support Analyst with expertise in Banking IT. You will manage incidents, troubleshoot technical issues, and collaborate with teams to enhance service efficiency. Candidates must have a Bachelor's degree in Computer Science and at least 4 years of relevant experience. The role offers the opportunity to work in a dynamic environment with a focus on continuous improvement.

Qualifications

• Minimum 4 years of experience in Banking IT industry support.
• Experience in internet and mobile banking applications.
• Strong understanding of ITIL methodology.

Responsibilities

• Manage incidents according to defined processes.
• Troubleshoot and resolve complex technical issues.
• Generate reports on incident trends and resolutions.

Skills

Incident Management

Technical Issue Resolution

Team Collaboration

Root Cause Analysis

Time Management

Education

Bachelor's degree in computer science or related field

Tools

OpenShift

Kubernetes

AWS

JIRA

SQL

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]