Production Support Analyst

Production Support Analyst

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Experience: 6 years
Job Mode: Contract
Work Mode: On-site

Responsibilities:

• Provide top-tier Production Support services to Channel stakeholders.

• Oversee the availability, incident response, problem resolution, and capacity management for assigned applications.

• Analyse and address incidents, problems, and user inquiries effectively.

• Coordinate communications regarding Incidents, including SLA breaches, major application issues, and upstream/downstream disruptions, ensuring timely updates to the team, management, and department.

• Lead technical remediation efforts that meet established non-functional requirements.

• Show ongoing improvement in services and processes, focusing on automation where possible.

• Ensure adherence to key processes and procedures and assist in developing operational standards.

• Translate complex technical matters into clear, understandable information for business users.

• Support knowledge sharing and implement best practices across the team and organization.

• Work collaboratively with both first and third-level support, as well as development teams, to resolve incidents, problems, and user requests within agreed SLAs based on bank severity levels.

• Handle Event Management responsibilities, including patching support and annual RDR activities.

• Provide on-call support according to the team's roster.

Skills :

• 7+ years in Red Hat Linux, Shell Script, Java

• 7+ years in Oracle, MS SQL,

• 5+ years Connect Direct, IBM MQ

• 3+ years Host-to-Host File transfer (i.e. SFTP

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.