Websphere Admin

DNA AI TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DNA AI Technologies PTE. LTD. is seeking an experienced L2 Production Support SME to own designated applications, combining deep functional and technical expertise with incident management duties.

You will lead investigations, coordinate major incidents, participate in on-call rotations, support releases, maintain runbooks, conduct post-incident reviews, and partner with business and tech teams to improve reliability, monitoring, and automation.

Qualifications

• 3-5 years in L2/production or application support in regulated environments.
• Strong incident, problem and change management (ITIL) knowledge.
• Experience with cloud platforms and monitoring/observability tools.
• Ability to analyze logs and metrics and coordinate with development and infrastructure teams.
• Interest or experience in automation to reduce toil.

Responsibilities

• Act as L2 support SME for designated applications with deep expertise.
• Lead investigation, diagnosis, and resolution of production incidents.
• Drive Major Incident Management including coordination, escalation, and comms.
• Participate in on-call rota and post-release validation.
• Maintain runbooks, docs, and post-incident reviews.
• Collaborate with business and tech stakeholders to ensure stable services.
• Participate in BCM and DR exercises.
• Improve monitoring and automation to reduce toil.

Skills

Azure

Splunk

AppDynamics

SQL

Data analysis

Jira

GitLab

ServiceNow

Logs & metrics analysis

Automation

Tools

Azure

Splunk

AppDynamics

Jira

GitLab

ServiceNow

Job description

Key Responsibilities

Act as a Primary or Secondary L2 Support SME for designated applications, maintaining deep functional and technical expertise across supported systems.

Production Support & Application Ownership:

Lead the investigation, diagnosis, and resolution of production incidents to ensure timely service restoration and effective stakeholder communication.

Drive Major Incident Management activities, including incident coordination, escalation management, technical team engagement, and stakeholder communications to minimize business impact.

Participate in a weekly duty roster and on-call support rota, providing operational support for critical incidents and business-impacting issues outside standard business hours.

Support production releases and maintenance activities, including post-deployment validation, service readiness checks, and operational monitoring.

Maintain and continuously improve system documentation, runbooks, knowledge articles, and operational procedures to support knowledge sharing and service continuity.

Conduct post-incident reviews, document lessons learned, and implement process improvements to strengthen operational resilience and reduce recurring issues.

Participate in Change Review and CAB activities, including change assessments, impact analysis, risk evaluation, and production readiness reviews.

Collaborate with business and technology stakeholders to deliver stable, reliable, and high-performing services while driving continuous improvement in support processes, automation, and service reliability.

Participate in Business Continuity Management (BCM) and Disaster Recovery (DR) exercises for assigned applications, including planning, execution support, and post-test analysis.

Perform daily operational health checks, validate system readiness, monitor service stability, and support critical production incidents through a rotating operational support and on-call roster.

Reliability & SRE:

Apply Site Reliability Engineering (SRE) principles to improve application availability, resilience, and operational reliability.

Own and manage the Run-the-Bank (RTB) issue backlog for assigned systems; identify recurring issues and drive root cause analysis and permanent fixes.

Practice a no-blame problem management culture focused on learning, process improvement, and system design changes rather than individual fault.

Track recurring manual tasks and operational pain points as TOIL; prioritize and drive TOIL reduction through automation, tooling, and process changes.

Proactively raise defects and improvement opportunities (e.g., via Jira/GitLab) and collaborate with Product Owners, developers, and stakeholders to improve application stability and resilience.

Continuously improve monitoring, observability, and alert quality (e.g., via Splunk, AppDynamics, Azure monitoring), aiming for meaningful, actionable alerts and eliminating false positives.

Design and participate in automation initiatives, including automated health checks and smoke tests post-release, automated SOD/EOD checks, and scripts/workflows to remove repetitive manual tasks.

Required Skills & Experience

Experience: 3-5 years of experience in L2/production support or application support, ideally within financial services or a similarly regulated environment.

Methodologies: Strong understanding of incident, problem, and change management processes (ITIL or equivalent), complemented by a practical SRE and continuous improvement mindset.

• Experience with cloud platforms, monitoring, and observability tools such as Azure, Splunk, AppDynamics, or equivalent technologies.
• Strong SQL and data analysis skills for troubleshooting application and operational issues.
• Familiarity with service management, ticketing, and software delivery tools such as Jira, GitLab, or ServiceNow.
• Proven ability to analyze logs and metrics, troubleshoot application and batch issues, and coordinate effectively with development and infrastructure teams.
• Experience or strong interest in automation (e.g., scripts, tools, or workflows) to minimize manual effort and eliminate toil.

Soft Skills: Excellent communication skills, with the ability to lead incident bridge calls and provide clear, concise updates to both technical and business stakeholders.