Production Support Analyst - Singapore - Encora

Encora

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

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Description

Production Support Analyst

Location:
Singapore

Experience: 5 years

Job Mode:
Full-time

Work Mode:
On-site

To provide proactive, timely, effective and efficient support to the business users in the Enterprise domain.
To perform production support activities which involve assignment of issues, issue analysis and resolution within the specified SLAs in the Enterprise domain.
To own issues and initiatives in the Enterprise domain, and work with the various teams to develop solutions for the users.
To collaborate with business partners, third party vendors, and technology teams to facilitate the support process and work toward timely and effective issue resolution.

Responsibilities

Work in the Enterprise domain support team; provide proactive, timely, effective and efficient support to the users in the Enterprise domain space
Participate and collaborate with the Development team in requirements gathering, clarifications, and analyse impact on issues or users' requirements
Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved
Participate in annual DR/BCM activities or infrastructurerelated upgrades
Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Troubleshoot 2nd level technical support issues by identifying the root cause and working closely with users and various IT teams
Be the important bridge between Users and Development team and provide regular updates to all relevant parties
Articulate and escalate the support issues with detailed investigation/ findings to the Development team if it requires any code change
Manage and follow up on Problem tickets (those issues escalated to Development team) to make sure that they are resolved and that any implemented fixes are rolled out into Production
Be the main gate keeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes
Be proactive to identify any potential risk(s) in upcoming Production environment changes, and flag that to the Development team or Users
Participate in testing to ensure that only quality defect fixes are rolled out into Production environment
Identify areas of improvement to drive down the support volume
Perform system monitoring and set up alerts to improve incident resolution times
Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution, identify root cause and corrective actions, and track improvement actions until closure in compliance with the bank standards.

Review incidents and ensure agreed Service Level Agreement (SLA) are met with various business stakeholders

Requirements:

Good team player, independent, proactive and selfstarter with excellent interpersonal and communication skills
Strong analytical and good problemsolving skills
Ability to work in a fastpaced and teamoriented environment
Able to adapt to a dynamic change environment, provide oncall 24/7 support and have a positive attitude towards learning on the job.

Must have:

years of hands-on support experience in
BMC Remedy, K2 software

Experience in working with some of these technical platforms or programming languages
MS Windows, Unix, SQL, Unix scripting, Control-M

Good to Have:
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred

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.