Production support - L1-L2

AccionLabs; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

AccionLabs in Singapore is seeking a Production Support Specialist (L1-L2) responsible for resolving production issues and ensuring system availability according to SLA.

The ideal candidate has at least 4 years of experience in production support, possesses strong troubleshooting and problem-solving skills, and ideally has banking knowledge in Credit Origination. This position offers opportunities to work in a dynamic technology-driven environment.

Qualifications

• 4 or more years’ production support experience required.
• Strong business knowledge and ability to pick up application knowledge quickly.

Responsibilities

• Investigate production issues and provide workarounds.
• Log incident tickets and manage user responses.
• Ensure system availability as per agreed SLA.
• Perform annual Disaster Recovery exercise.

Skills

Troubleshooting

Problem solving

Banking knowledge (Credit Origination)

JAVA

J2EE technology

Database (DB)

Job description

Accion Labs is a global technology services firm with offering a full range of product life-cycle services in the emerging technology segment. This includes Web 2.0, Open Source, SaaS/Cloud, Mobility, IT Operations Management/ITSM, Big Data and traditional BI/DW.

Through nine global offices and a rapid-response delivery model, Accion offers a range of engagement models such as turn-key projects, extended-teams, shared-IP development, offshore-leveraged engagements and professional staffing (contract, contract-to-hire & direct perm).

Job Description

Role - Production support - L1-L2

• Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward
• Manage and respond to users in a timely manner
• Log incident ticket for production issues and user queries
• Provide necessary information needed for further investigation to next level support (L2) to proceed with fix
• Ensure L2 teams identify root cause with impact analysis before delivering production defect fixes
• Prioritize defects and plan for production release based on defect criticality or align with quarterly release
• Follow up on defect and incident closure and meet incident closure KPI
• Share production defect support learning with QA team and development team to improve application quality and minimize future defects
• Make sure system availability as per respective agreed SLA
• Ensure daily end of day execution for supported applications complete successfully
• Perform annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches/upgrade as and when applicable
• Ensure proper knowledge transfer (KT) from project / development team before enhancement release
• Ensure application documentation is properly updated for each production release

Requirements

• Strong troubleshooting and problem solving skills
• Strong business knowledge and ability to pick up application knowledge quickly. Prior banking knowledge around Credit Origination will be an advantage
• Strong IT skill (JAVA, J2EE technology & DB)
• 4 or more years’ production support experience

EEO Statement

All your information will be kept confidential according to EEO guidelines.