Application Production Support

4 weeks ago


Singapore SMART INFORMATION MANAGEMENT SYSTEMS PRIVATE LIMITED Full time
Roles & Responsibilities

Our Production Services Specialist will provide frontline application production supporting Regional Banking Applications within APAC.


Responsibilities:

  • Identification and resolution of production incidents.
  • Problem Management post incident resolution to determine root cause, Mitigating actions, Drive and track permanent resolution.
  • Management of incident and problem tickets through the enterprise ITSM tool.
  • Capacity and Performance Management.
  • Working with development teams for take-on and training of new services or significant upgrades.
  • Providing support for Audits (internal and external).
  • Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements
  • Rotational 24/7 shift depending on business need


Requirements:


  • Bachelor's degree (prefer IT/CS specialization) with min. 8+ years of relevant Experience of performing roles in Incident Management
  • ITIL V3 Foundation Certification
  • IT Support Background
  • Service Support experience
  • Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
  • Experience in developing documentation materials for processes.
  • Integrates best practices with process design to ensure continuous process improvement.
  • Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management.
  • Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
  • Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
  • A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision.
  • A disciplined thinker and capable of working across organizational boundaries in a very demanding, high output environment.
  • A flexible, ‘hands-on’ ‘can do’ attitude.
  • Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover.
  • Lead shift operations and ensure smooth handovers.
  • Working on some weekends and holidays as part of a 5-day week shift pattern.

    Desired Skills

    · Experience of process design & process improvement tools

    · Experience of SIX SIGMA / DMAIC phases

    · Experience of working in a large enterprise IT organization

    · Experience in the financial sector

    · Knowledge of software development methodologies

    · Exposure to Risk management standards and practices

    · Project management training/certification desired

Tell employers what skills you have

Excellent Communication Skills
Application Architecture
DMAIC
Continuous Process Improvement
Risk Management
Attention to Detail
Problem Management
Banking
ITIL
Team Player
Stakeholder Management
Performance Management
Six Sigma
Software Development
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