Production Support Analyst

Responsibilities: • Deliver high-quality production support for cross-functional applications serving Wholesale Banking stakeholders. • Oversee application availability, incident management, problem management, and capacity for systems within scope. • Analyse, troubleshoot, and resolve incidents, problems, and user issues effectively. • Coordinate incident communications, including SLA breaches, major incidents, and upstream or downstream issues, while keeping the team, manager, and department updated. • Lead technical remediation in line with agreed non-functional requirements. • Drive continuous improvement of services, processes, and tasks through automation. • Ensure critical processes and procedures are followed and help define operational standards. • Translate complex technical issues into clear language for business users. • Promote strong knowledge management practices across the team and organization. • Collaborate with Level 1, Level 3, and development teams to resolve incidents, problems, and user issues within SLA and in line with the bank’s severity framework. • Support event management activities, including patching and annual RDR exercises. • Provide on-call support according to the team roster. Requirements: • At least 7 years of L2/L3 production support experience in Banking IT within a high-availability, mission-critical environment. • Experience supporting Cash & Trade Management platforms in Wholesale Banking is an advantage. • Hands-on experience performing Pre-DR and RDR activities is required. • Previous experience in development or system administration (Linux, Unix, Oracle) is preferred, but candidates must currently be working in an L2 or L3 support role. Key Domain/Technical Skills: • Distributed technologies, including Unix/Linux, MQ, WebLogic, Java, Oracle, and Connect: Direct. • Experience with monitoring tools such as Splunk, Geneos, and BMC Helix, TrueSight. • Experience using batch schedulers such as Control-M, AutoSys, or Cron. • Experience with host-to-host file transfer protocols such as SFTP. • Strong automation skills, particularly in Unix shell scripting or Python. • Hands-on experience writing and debugging scripts, code, and database queries. • Knowledge of interfaces and messaging platforms. • Strong troubleshooting skills for Java application performance issues. • Strong understanding of web and mobile banking application architecture. • Solid understanding of ITIL methodology.