Level 2 Support Specialist
3 weeks ago
We are seeking a highly skilled Level 2 Support Specialist to join our team at ANTAES ASIA PTE. LTD. as a Production Support Analyst. The successful candidate will be responsible for providing application production support for Cash Management and filtering and AML systems within Asia Pacific.
Key Responsibilities- Be a team member of the L2 production support team to ensure 24 * 6 production support for the APAC region.
- Provide application production support for Cash Management and filtering and AML systems within Asia Pacific.
- Independently debug and propose resolution/work-around for complex production issues.
- Ensure root cause analysis is performed where necessary and manage resulting action items to completion.
- Coordinate across various teams to effectively manage production issues and maintenance activities.
- Ensure issues are reported, tracked, followed up and escalated timely.
- Resolve or coordinate the resolution of issues, through problem management process, with other internal teams and / or the vendor.
- Coordinate and follow up with Application teams to ensure permanent fix is prioritized, planned and delivered, through the problem management process.
- Communicate and provide status updates on issues to business users, management team and other stakeholders.
- Contribute to preventive system monitoring and alerting, where appropriate.
- Support change management process and application releases.
- Support Disaster Recovery Test and Business Continuity activities.
- Support IT Security activities e.g. health checks after security patches.
- Support end-of-day and end-of-month batch runs.
- Perform and coordinate regular maintenance activities.
- Document operational procedures, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our CM applications.
- Analyze and challenge existing support processes to achieve continuous improvement.
- Strong experience in and preference for application production support.
- Strong technical background in web based applications support on JAVA/J2EE/TIBCO platform and/or COBOL platform.
- Extensive experience in supporting payments, local clearing applications and payment filtering and AML in APAC region.
- University Degree in Computer Science or related disciplines.
- Good command of spoken and written English. Working command of spoken and written Mandarin is preferable. Working command of spoken Cantonese is an advantage.
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