[AIT] Production Support Analyst

Location: Singapore
Salary: 7000 to 9000
Contact email: careersrise@bcg.com
Job ref: MAX 3655
Published: 24 days ago
Startdate: 09 November 2023 - 09 November 2023

​Job Objectives

Application support analyst to provide efficient application support service for cross-functional or regional applications to provide a stable a production environment to business.

Key Responsibilities

• Responsible for availability, incident, problem and capacity management for the applications in scope

• Response and resolve incidents, problem and user queries through proper analysis

• Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department

• Execute continuous service improvement plan, process improvement

• Ensures essential process / procedures are followed and contribute to defining standards.

• Communicate complex technical issues to business users in a language they understand

• Contribute in effective knowledge management best practices within team and organization

• Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA

Key Requirements

Must have :-

• Minimum 4 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.

• Strong team player. Flexible and being able to manage time effectively.

• Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.

• Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.

• Solid understanding of ITIL methodology

Essential Technical Skill :-

• 3-4 years’ experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct

• 2+ years’ experience supporting native iOS / Android applications in large Production environments

• Support maintenance of OpenShift, container native applications and microservice design patterns

• Two years of experience managing or supporting OpenShift or Kubernetes infrastructures

• Experience with additional container, virtualization, or cloud technologies like Red Hat OpenShift Container Platform, Kubernetes, Docker, VMware vSphere, Amazon Web Services (AWS), etc.

• Ability to manage the container platform ecosystem

• Assist in change review of container platform for new versions of OpenShift, Hotfixes, etc.

• Integrate multi-functional applications into container-based support services

• Participate in a highly collaborative team environment, contributing to all phases of the development lifecycle

• Troubleshoot software code issues and report findings

• Review and provide feedback on project technical documentation

• Assist in the troubleshooting of incidents, timely follow up with development team for fixes

• Assist with trouble tickets with the ability to create, update, and close tickets, and track items to resolution (Remedy,Confluence, JIRA)

• Hands-On experience in writing / debugging scripts, code, database queries

• Software Engineering & Change Management

• Solid understanding of resiliency and redundancy designs

• Interfaces and Messaging systems

Personal Skill :-

• Ability to work in a team environment

• Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority

• Excellent communication and interpersonal skills with the ability to communicate well at all levels

• Strong problem solving skills while being process orientated

• Self-motivating and delivery focused individual

• Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues

• Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner