Production Support Analyst IS-70235

Infogain Solutions; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading technology services company is looking for a Production Support Analyst in Singapore. The role requires a minimum of 7 years of experience in software development and production support, focusing on maintaining application reliability and providing technical support. Candidates should possess strong problem-solving skills, excellent communication abilities, and technical proficiency in distributed systems and databases. This position offers the opportunity to collaborate across teams and contribute to continuous improvements in production systems.

Qualifications

• At least 7 years of software development and production system support experience.
• Proficient in Linux, Unix, and Windows environments.
• Excellent interpersonal skills to communicate across various levels.

Responsibilities

• Ensure application availability and reliability for business.
• Lead resolution of day-to-day application issues.
• Troubleshoot complex issues with cross-functional teams.

Skills

Technical remediation of Production Environments

Incident and problem management

Excellent communication

Change management control

Problem solving

Team collaboration

Understanding of wholesale banking operations

Tools

MySQL

SQL

Control-M

Red Hat OpenShift

Job description

Role: Production Support Analyst

Job Requisition Number: IS-70235

Job Level: 6 – 9 years of relevant experience (L4)

Location: Singapore

Key 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.

Key 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.

Technical Skills

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

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