IT Production Support Engineer - Singapore - EVOLUTION RECRUITMENT SOLUTIONS PTE. LTD.

    Full time
    Description

    Job Objectives:
    The specialized First Recovery IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required.

    Able to work in shift-based environment, support implementations during a bank's green zone.

    Key Responsibilities:

    • Investigate production issues, respond based on production defect severity SLAs.
    • Manage and respond to users on timely manner.
    • Log incident ticket for production issues and user queries
    • Follow up on defect and incident closure and meet incident closure KPI.
    • Make sure system availability as per respective agreed SLA.
    • Ensure daily start of day (SOD) and end of day (EOD) execution for supported applications complete successfully.
    • Provide support for annual Disaster Recovery (DR) exercise for supported applications.
    • Provide support to System Engineers on server level patches / upgrade as and when applicable.
    • Knowledge with 3rd party monitoring tools like Control-M, Genos, Splunk, SQL Monitor
    • Knowledge with Market Data, and Genos monitoring setup and dashboard configuration
    • Ensure application incident & task documentation is properly updated for each production release.
    • Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail.
    • Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using AS400/mainframe or Unix shell or DB scripts etc.
    • Strong skills in AS400, Linux/Unix Shell scripting, MS SQL, Oracle, BMC Control-M Scheduler
    • Good to have understanding and experience of ITIL methodology [service operation]

    Key Requirements:

    • Prior hand-on production support experience of OPEN Systems/AS4000
    • Good support knowledge in either one of the retail or wholesale payment or customer information systems
    • Willing to work in onsite shift-support model [24.7]
    • Hands-on experience in writing AS400 and SQL queries and parsing logs for issue investigation
    • Hands-on experience in writing shell scripts (UNIX) and optimize incidents investigation.
    • Strong written, oral communication skills and able to manage user.
    • Ability to easily adopt to any technology / environment.
    • 2 or more years' production support experience in bank or financial vendors across multiple technologies / platform
    • Be able to work in fast pace and high-pressure working environment.
    • Willingness to work across platforms - UNIX / open, AS/400 and mainframe

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