Production Support Analyst

JOB DESCRIPTION 1.  Provide 24x7 production support onsite / offsite 2.  Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward 3. Manage and respond to users on timely manner. 4. Log incident ticket for production issues and user queries 5. Provide necessary information needed for further investigation to next level support (L3) to proceed with fix 6. Prioritize defects and plan for production release based on defect criticality or align with quarterly release 7. Follow up on defect and incident closure and meet incident closure KPI 8. Share production defect support learning with QA team and development team to improve application quality and minimize future defects 9. Make sure system availability as per respective agreed SLA 10.  Support EOD batch run 11. Perform annual Disaster Recovery (DR) exercise for supported applications 12. Provide support to System Engineers on server level patches / upgrade as and when applicable 13. Ensure proper knowledge transfer (KT) from project / development team before enhancement release 14. Ensure application documentation is properly updated for each production release Education: ·       Bachelors’ Degree in Computer Science or related field. ·       At least 3 years’ relevant experience preferably in Level 2 production support field. Essential: ·       You are experienced in Level 2 production support. If you are having development background would be added advantage. ·       You need to possess good analytical mind in production trouble-shooting and capable to work with Development/Level 3 support team and other stakeholders for interim solution, fixes delivery and continuous improvement for preventive measure. ·       Experience in incident and problem management life cycle to follow thru till proper closure of incident and problem tickets. ·       You are expected to be a fast learner to acquire assigned banking domain knowledge and to on-board new apps / modules / services / functions / enhancements from Development teams and ensure production stability would not cause by these changes. ·       Capable in preparing/maintaining KB/SOP/Runbook documentation for incident related issues and System Operations supported activities (eg. OS/DB patch, RDR, Cert/Key renewal, batch trending analysis, etc.)   ·       Committed to take on EOD / System Operation support roster to support EOD batch run and support upgrade/maintenance activities scheduled during wee-hours and weekend. ·       You must have work experience in AS400 and/or Open System platform; if you are in Banking / Financial industry previously, it would be a bonus. ·       Inclination for automation and tooling and exposure to Splunk, Geneos, Control-m, Helix, Aldon, etc. would be great advantage. ·       OS400, AS400 RPG, COBOL ·       Unix, Linux, Solaris, Shell Script, Oracle DB ·       Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage) Disclaimer: The company is committed to ensuring the privacy and security of your information. By submitting this form, you consent to the collection, processing, and retention of the information you provide. The data collected (which may include your contact details, educational background, work experience and skills) will be used solely for the purpose of evaluating your qualifications for the position you're applying for. Your data will be stored securely and retained for the duration necessary to fulfill our hiring process. If you are not selected for the position, your data will be kept on file for a limited period in case future opportunities arise. You have the right to access, correct, or delete your data at any time by contacting us at Quess Singapore | A Leading Staffing Services Provider in Singapore (quesscorp.sg) This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA