The Production Support Analyst delivers high-quality technical support for applications in banking, overseeing incident management and ensuring system availability while driving process improvements and automation.
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.
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
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