IT Production Support Engineer

Project description

The Bank provides a wide range of financial services through its global network of branches, offices, subsidiaries and associates: personal financial services, private banking, commercial and corporate banking, investment banking, corporate finance, capital market activities, treasury services, futures broking, asset management, venture capital management, insurance and stockbroking services.

In Singapore, The Bank is a market leader in the credit card and private residential home loan businesses. It is also a key player in loans to small and medium enterprises. In 2011 The Bank was named the Best Retail Financial Services Awards Programme. Its asset management arm is one of Singapore's most awarded fund managers with a growing regional presence.

The Bank is rated among the world's top banks, with a rating of Aa1 from Moody's and AA- from Standard & Poor's respectively.

On 1 January 2009, Bank's Technology and Operations (T&O) comes together as a new family.

The strategic objective of this move is to allow greater synergies between Technology and Operations to align and address the needs of our business users and the bank's customers. The vision is to unify and build an efficient and robust operating platform on a regional level to support the Bank to become a premier regional Bank.

The Group T&O Management team, apart from holding the Group roles, they are also the functional heads for Singapore. In addition, the Business Technology heads will also be the supply managers in providing direct technology services requirements to the non-business related corporate groups such as Finance, HR, Compliance, Risk Management, etc.

Service Recovery provides IT application services for the Bank. We leverage on best practices in business solutions delivery, design and development to meet the Bank's vision and business objectives.

Our strategy is primarily driven by the long term and short term business strategies and objectives of the Bank. Our strategic focus is to align IT with the Business, create flexibility and capacity in IT infrastructure, and consolidate for scale, time to market, and risk management.

The specialized Group Applications Support IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Closely follow-up and monitor issue from investigation, pass relevant details to SME & Development teams. Clarify user queries.

Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required

Able to work in shift based environment, and support implementations during bank's green zone

Responsibilities

• Overseeing team member's responsibility for incidents, service requests & proactive tasks and ensure each of them are properly managed within agreed OLAs
• Shift accountability and ensure the high impact approvals are provided with proper risk assessment
• Delivery of Start of Day, End of Day health proactive checks and communicate to management and stakeholders
• Regular review of passed or partial incidents and make actionable improvement plans
• Collaborate with other leads to review patterns on repeated incidents, gaps in internal process and SOP and efficiency opportunities
• Oversee daily shift huddle and resolve / address potential detriments and set team members accountability for various actions

SKILLS

Must have

• 3-5 years of experience
• Well versed in ITIL management practices especially incident, knowledge and service level management
• Prior hand-on production support experience of OPEN or AS/400 Systems
• Good support knowledge in either one of the retail or wholesale payment or enterprise systems
• Willing to work in onsite 24X7 shift-support model
• Ability to easily adopt to any technology / environment - UNIX / open, AS/400 and mainframe
• Hands-on experience in writing SQL queries and parsing logs for issue investigation
• Strong written, oral communication skills and able to manage user / vendor / customer
• Be able to work in fast pace and high-pressure working environment

Nice to have

NA