Production Support Analyst 

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

 Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Experience: 6 years
Job Mode: Full-time 
Work Mode: On-site

Responsibilities:

 

· Manage day to day issues including daily health checks of applications and processes, working closely with various stakeholders (Users, Development team, Vendor, Infrastructure team, Operation team and Incident and Management team, etc) to prioritize and resolve reported production incidents

· Act as the focal point for critical/high impact incident resolution for application systems that are in production

· Manage and support high-availability 24/7 production systems with an on call option during non-office hours with team member’s rotation on weekly basis. Require to be in onsite depends on issue criticality.

· Ensure end of day batch process is getting completed successfully for multiple applications across country on every day.

· Correlate events across multiple systems to narrow down potential root causes of problems.

· Own production operational issues by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue

· Ability to direct multiple resources on cross functional teams to troubleshoot and resolve complex systems issues

· Investigate production issues and provide workaround to user to move business forward. And engage analysis to L3/Vendor team for further investigation

· Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives

· Perform Disaster Recovery (DR) exercise for multiple applications across all country on every year

· Generate one time report as per user request/audit request

· Run problem governance call with business user , Dev and Vendor to prioritize problem tickets and ensure to review before problem ticket get resolved

Ensure to bring-up all service after system maintenance / OS patching / DB patching activity

 

Requirements

 

Education:

· Bachelors’ Degree in Computer Science or related field.

· At least 6 years’ relevant experience preferably in a Finance Institution.

Essential:

· Minimum 8-10 years of hands-on experience in Java, J2EE, JMS, Webservices, Micro Service, Oracle, UNIX, IBM MQ Series, CTRL+M, Splunk

· Strong Swift product knowledge and hands on experience in supporting Swift related products like Swift Alliance, Alliance Messaging HUB, GPI, SAG/SNL.

· Hands-on experience in IT Operations/Production support L2/L3.

· Experience in ITIL process and tools like Control-M is a plus.

· Strong analytical & trouble shooting skills required.

· Experience in Disaster Recovery planning and test execution.

· Exhibits problem solving skills and shows flexibility in supporting evolution in process, standards, and strategy.

· Experience working in financial services industry supporting mission critical applications is a big plus.

 

Key Domain/ Technical Skills:

 

· Swift Product Skills: Swift Alliance, Alliance Messaging HUB, GPI, SAG/SNL

· Programming Languages:

· Java, J2EE, JMS, Webservices, Micro Services,

· UNIX (Shell Scripting),

· Database & Tools: Oracle (SQL & PL Sql), Control M, Splunk, Prometheus, Grafana,

Servers & Middle Ware: OpenShift Platform (OCP), IBM MQ Series, Weblogic, Tomcat

 

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering. 

At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.