Production Support Analyst

Responsibilities:

• Provide top-tier Production Support services to Channel stakeholders.
• Oversee application availability, incident response, problem resolution, and capacity management for assigned applications.
• Analyse and resolve incidents, problems, and user inquiries effectively.
• Coordinate incident communications, including SLA breaches, major application issues, and upstream/downstream disruptions, ensuring timely updates to teams and management.
• Lead technical remediation efforts in line with established non-functional requirements.
• Drive continuous service and process improvements, with a focus on automation.
• Ensure adherence to operational processes and procedures and support the development of operational standards.
• Communicate complex technical issues in a clear and understandable manner to business users.
• Promote knowledge sharing and the adoption of best practices across teams.
• Collaborate with L1, L3, and development teams to resolve incidents, problems, and service requests within agreed SLAs.
• Support Event Management activities, including patching support and annual RDR exercises.
• Provide on-call support based on the team roster.

Requirements:

• Bachelor’s degree in computer science or related field
• At least 5 years’ relevant experience preferably in a Finance Institution (Corporate or Retail Banking) IT in internet and mobile banking applications and API
• Experienced in Production Support or System Administration (Linux, Unix, Oracle), operating in a Level 1.5 or Level 2 support role within high-availability, mission-critical environments.
• Strong understanding of web application architectures and protocols, with hands-on experience troubleshooting Java application performance issues, including script development, code debugging, and database query analysis.
• Proficient in automation using Unix Shell scripting and Python.
• Sound knowledge of resiliency and redundancy architectures, with hands-on participation in Disaster Recovery (DR) exercises and technical recovery activities.
• Familiar with ITIL frameworks and methodologies, with practical experience using ITSM tools such as BMC Helix and ServiceNow across Incident, Problem, and Change Management modules.
• Capable of managing tasks independently, adapting quickly to new environments, learning new technologies with minimal supervision, and maintaining strong attention to detail.
• Excellent team player with effective communication skills and the ability to collaborate across all organizational levels.

Technical Skills:

• 5+ years in Red Hat Linux, Shell Script, Java
• 5+ years in Oracle, MS SQL,
• 3+ years Connect Direct, IBM MQ
• 2+ years Host-to-Host File transfer (i.e. SFTP)