L2 Support Analyst

2 weeks ago

Singapore INFRASOFT TECHNOLOGIES PTE LTD Full time

Be a team member of L2 production support team located across Singapore and India to ensure 24
- 7 production support for the APAC region.
- 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.
- Respond to user requests, incidents and follow up on problems in a timely manner.
- Ensure issues are reported, tracked, followed up and escalated timely.
- Resolve or coordinate the resolution of issues with other internal teams and / or the vendor.
- Coordinate and follow up with Application teams to ensure permanent fix is prioritized, planned and delivered.
- Communicate and provide status updates on issues to business users, management team and other stakeholders.
- Contribute to preventive system monitoring and alerting, where appropriate.
- Plan and 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.
- Analyze and challenge existing support processes to achieve continuous improvement
- Plan and support Live Play exercise.

**Responsibilities**

**Direct Responsibilities**
- Incidents resolution & Request Handling.
- Preventive maintenance.
- Pro-active actions / measures to limit corrective maintenance activities.
- Knowledgebase creation & maintenance
- Inquisitive mind

**Technical & Behavioral Competencies**

**Technical (Must possess)**
- Competent level of expertise i.e. higher than basic, in ORACLE PL/SQL.
- Competent skill level in navigating and investigating at the UNIX/LINUX OS level.
- Good technical troubleshooting and debugging skills and familiarity with Unix/Linux commands

**Technical (Advantage)**
- An appreciation of Websphere/Tomcat/JBOSS.
- WINDOWS skills.
- TIBCO EMS/ TIBCO BW/ TIBCO ADMIN/ MFT / BC / IBM MQ / INFORMATICA
- ITSM tool: Service Now
- Database performance & SQL tuning experience is a plus

**Functional**
- Good understanding of payments, local clearing systems i.e. Cash Management products.
- Appreciation of H2H concept, regulatory reporting.
- Good understanding of ISO 20022 and SWIFT MT messaging standard.
- Understanding and experience in ITIL concepts.
- Possess good analytical, problem solving skill and self-motivated

**Behavioural**
- Good team player with strong analytical, communication and interpersonal skills.
- Results and client oriented.
- Able to work independently with mínimal supervision but with a keen sense to escalate timely and appropriately.

**Specific Qualifications**

**Qualifications**
- 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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