Investigate and resolve production incidents, meet SLA/KPI targets, maintain SOD/EOD processes, support DR exercises, assist with server patches/upgrades, update incident documentation, and use monitoring and DB/shell tools to provide timely workarounds.
PRODUCTION SUPPORT ANALYST
Important Information
Location: Singapore
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
About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.
At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality
Top Skills
As/400,Mainframe,Linux/Unix Shell Scripting,Shell Scripting,Sql,Ms Sql,Oracle,Bmc Control-M Scheduler,Control-M,Genos,Splunk,Sql Monitor
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What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
