IT Application Manager and Production Support

12 hours ago

Singapore ITCAN PTE. LIMITED Full time

Shift Rotas
Needs to be flexible towards working hours. Shifts start as early as 6:30am Singapore time.
Incident and Problem Management
Monitor the results and quality of the different software solutions and projects implemented in the organisation:
Manage/Own P1/P2 incidents and problems end to end.
Communicates with internal users and management over incidents and post-mortems.
Diagnoses issues: establishes their root case.
Initiates task force over critical incidents.
Liaises with upstream and downstream systems support teams as appropriate.
Direct Responsibilities
Assist troubleshoot and resolving incidents and problems on supported application.
Monitor and maintain system health and performance.
Develop, maintain and support Disaster Recovery plans on the weekend (bi-annual exercise).
Improve our monitoring and alerting tools to be more proactive on incident resolution and prevention.
Contributing Responsibilities
Monitor group mailbox, assigning/escalating appropriately.
Adherence to Audit, Compliance and Risk guidelines.
Knowledge Management and Documentation
Documents support procedures on wiki.
Provides support to end-users on how to use the application.
Ensures Follow-the-Sun and regional support teams are continuously trained as required.
Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.
Continuous Service Level improvement
Oversee the development of Proof-of-Concept/ solutions and provide technical expertise on the development of software and platform features, ensuring that appropriate security and risk factors are considered:
Ensures that all application support logs are fit for purpose, ie meaningful and actionable;
Actively seeks reduction of dependency on manual interventions by support staff
Implement self-recovery and automated detection of incident leveraging on learnings from past incidents.
Technical & Behavioral Competencies
Financial competencies:
Good business knowledge of Rates, FX and Credit business and other fixed income products.
Willing to learn and go outside the perimeter of knowledge.
Technical Competencies:
Proficient in python and SQL
ITIL basic knowledge or understanding between incident tickets and problem tickets.
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