Production Support Specialist (Senior Engineer)

NETS; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

NETS is seeking an experienced Production Support professional to provide BAU support for the NETSQR system. The role includes after-hours activation on a rotation basis from the Data Centre, problem tracking, and coordination with the development team for resolutions.

You will perform first-level support, escalate to appropriate teams, and generate trend analyses for capacity planning. Strong SQL, Java, and scripting skills are required.

Qualifications

• Degree in IT or related discipline.
• Minimum related experience of 5+ years in production support.
• Strong Java technologies and related frameworks.
• Experience with Oracle/MySQL databases and SQL scripting.
• Proficiency in Bash scripting is an advantage.

Responsibilities

• Provide primary application support, track problems, diagnose, and coordinate resolution with Dev team.
• Offer phone-based support during designated hours, including after-hours rotation from Data Centre.
• Classify issues at first level and perform second-level investigations; route tickets appropriately.
• Track tickets and escalate to server, network, or database teams as needed.
• Analyze data metrics for trend reports as part of capacity management; propose expansion plans.
• Evaluate requests from tickets and define technical requirements; support deployments and compliance tasks.
• Perform weekly data extractions for trend analysis and application enhancement deployment.

Skills

Java technologies

SQL scripting

Bash scripting

Communication

Team player

Education

Degree in IT or related discipline

Tools

ELK

Zabbix

OpenOffice

MS Office

Job description

Primarily to provide production BAU support for NETSQR system (including after office support and activation on a rotation basis)

DUTIES & RESPONSIBILITIES:

• Responsible for primary application support, problem tracking, diagnosis, replications, troubleshooting, and resolution of client problems. Coordinate with Application Development team for support and resolution of issues.
• Provide support based on phone requests during designated hours of operation as specified in the Support Plan. This will include after office hours support and activation on a rotation basis from Data Centre.
• Determine type of issue by First level support & perform second Level investigation support (data, application use, procedure and/or process, system, network, etc.) and route help desk tickets to the group responsible for the successful resolution.
• Track helpdesk tickets to identify technical issues and either resolve those issues or escalte them to the responsible party (i.e.: identify server, network, or database issues and reassign to the appropriate team).
• Gather and analyze data metrics to provide trend analysis report as part of capacity management to ensure system performance is sustainable & recommend action plans for expansion.
• Perform technical evaluation of requests from help desk tickets and operational departments and participate in defining requirements from a technical viewpoint.
• Perform weekly statistical extraction for trend analysis, support application enhancement deployment ,compliance tasks such as key renewal & Infrastructure upgrade support
• Perform other adhoc tasks assigned by team leader when appropriate for instance specific monitoring for key merchants promotion.

• Responsible for primary application support, problem tracking, diagnosis, replications, troubleshooting, and resolution of client problems. Coordinate with Application Development team for support and resolution of issues.
• Provide support based on phone requests during designated hours of operation as specified in the Support Plan. This will include after office hours support and activation on a rotation basis from Data Centre.
• Determine type of issue by First level support & perform second Level investigation support (data, application use, procedure and/or process, system, network, etc.) and route help desk tickets to the group responsible for the successful resolution.
• Track helpdesk tickets to identify technical issues and either resolve those issues or escalte them to the responsible party (i.e.: identify server, network, or database issues and reassign to the appropriate team).
• Gather and analyze data metrics to provide trend analysis report as part of capacity management to ensure system performance is sustainable & recommend action plans for expansion.
• Perform technical evaluation of requests from help desk tickets and operational departments and participate in defining requirements from a technical viewpoint.
• Perform weekly statistical extraction for trend analysis, support application enhancement deployment ,compliance tasks such as key renewal & Infrastructure upgrade support
• Perform other adhoc tasks assigned by team leader when appropriate for instance specific monitoring for key merchants promotion.

QUALIFICATIONS:

Degree in IT or other related discipline.

EXPERIENCE:

• Minimum related experience of not less than 5 years in the production support environment and prefer to possess the below technical skills
• Java technologies: J2EE (Servlets, JSP, JavaBeans), J2SE (JFC/Swing, SWT), JDBC, JavaMail, Jakarta Struts Framework, Spring Framework, Hibernate, Jasper Reports, JOOReports, Java Comm API, JMS, EJB
• Java IDE's: Open JDK1.8, Eclipse for Java, Visual Age for Java, NetBeans, JBuilder
• Other Softwares: MS Office, Open Office, ELK, Zabbix, Bash Scripting.
• Database: Oracle 19C, MySQL 5.7/8x. Proficient in SQL scripts to support data extraction/statistics & adhoc queries

COMPETENCIES:

• Good communication and interpersonal skills.
• Good analytical and problem-solving skills who can analyze issues holistically and propose a solution.
• A team player who can assist team members when needed.
• Able to anticipate customers' need within own area of work and partner with customers to achieve win-win situation.
• Strong knowledge and hands-on experience in SQL scripts and Bash scripting is an added advantage.