Production Support Analyst

Experience: 3-5 Years
Role: Production Support Analyst

Key Skills:
Familiar with OS/400 system

Familiar with RPG, COBOL language

Have experience with Silverlake banking system is plus point.

Responsibilities:

• To handle level 2 production support activities including review upcoming changes, resolve incident tickets, raise problem ticket, support system maintenance and document knowledge base to shift demand to level 1 production support etc.
• To provide support during end of day batch run
• To work with various stakeholders (i.e., incident management, level 2 (group) and level 3 production support, data centre operation, user operation, infrastructure support etc) to resolve major incident.
• To work with various stakeholders (i.e., service automation, level 2 (group) and level 3 production support etc) to implement application monitoring, report and dashboard.

Requirements:

Must have: -

• Bachelor’s degree of Computer Science or Engineering
• Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry.
• Good and assertive communicator in speaking & writing.
• Good analytic and problem-solving skills
• Able to work in a fast-paced, team-oriented environment and weekend / wee hours.
• Experience in L2 or L3 production support

Good to have: -

• Understanding of ITIL, SDLC
• Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M etc.
• Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc

Skills

Level 2 Support, COBOL, ITIL Process, Data Center, resolve incident tickets, Application Monitoring, 3rd Level Support, RPG, OS/400 operating system, Computer Science, Stakeholder Engagement, Demand Generation, Analytical and Problem-Solving Skills, Skilled Communicator, Full SDLC, Work in A Fast Paced Environment, Batch Management, Incident Management, Infrastructure Support