Production Support Analyst

PRODUCTION SUPPORT ANALYST

Important Information

Location: Singapore

Responsibilities:

• Deliver high-quality production support for cross-functional applications serving UOB 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:

• Bachelor’s degree in computer science or a related discipline. - 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. - 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.