Support Analyst, Production Support is a technical SME function within Run-the-Bank team and provides the delivery of Production Support services for relevant Private Banking applications for users in Asia Pacific. He/She has ultimate responsibility for production stability and continual service improvement.
The candidate is responsible for analyzing, managing and responding to queries from the user community, resolving the production incidents, providing oversight on business batches that run daily and supporting the development team with development of changes. Senior analyst will work with in a team that has ultimate responsibility for production stability and continual service improvement.
The candidate is required to articulate/interlock with key business users, work with 3rd Party vendors, internal developers and relevant business stakeholders in a professional manner. In addition, the candidate will support the team leader to perform proper RCA for incidents. He/She is expected to ensure proper resolution of production incidents (problem management and incident management) assigned to his/her and ensure problems are closely tracked and resolved in timely manner. Besides problem and incident resolution, he/she is responsible for responding to queries from the business users promptly, providing support on business batches that run daily and supporting the development team with development of changes.
The position entails driving and embracing the best practices of Application Support, while playing the crucial function in spearheading technical impact analysis, root cause analysis and problem resolution, for our Private Banking application as well as related sub-systems covering trade processing, trade documentation, settlement and accounting.
Roles and Responsibilities: Provide support to critical applications and support end to end batch processing across all applications.
Possesses a good understanding in front to back flows and prior experience in working closely with stakeholders
Work with internal teams on resolutions to production incidents. Resolve the application specific and related processes (functional) issues, production incidents with a focus on Problem Management techniques in order to establish root cause. Make recommendations for permanent resolution of recurring incidents.
Contribute to functional and technical specifications for outstanding system bugs or require enhancements. Play key role in prioritization of changes and tracking the delivery.
Provide on-call, on-site support and afterhours/weekend support as needed, covering application support and application change deployment.
Prepare application training materials and provide training where necessary. Provide cross training to other members of the Application Support team.
Provide and demonstrate technical leadership to junior team member.
Qualifications Degree in an IT related discipline
Excellent oral and written communication in English
ITIL v3 Foundation certification is strongly preferred.
At least 10 years in Application Support and/or Production support environment. Demonstrate potential of team leadership capacity. Ability to work under pressure, independently and systematic /analytical thinking are required.
Strong technical knowledge in T24, expert knowledge in SQL
Work in 24/7 hours shifts and ensure continuous availability of production systems supported to users
Hands-on experience as Production/Application support specialist.
Advisory to the other teams within IT on knowledge gathered from the investigation of an issue.
Collaborate with other team to ensure that problem issues are resolved and closed (within SLA) with proper problem analysis, fixing, testing and releases of fixes
Assume ownership in tracking and resolving tickets assigned.
Monitor the service levels provided by vendors/3rd level for maintenance work and to ensure that service tickets are tracked
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