Production Support Specialist

2 weeks ago

Singapore SAGL CONSULTING PTE. LTD. Full time

**1. Overview of the Role:
**2. **Responsibilities**:

- Manage **SLA **and **KPI **metrics, ensuring service levels are met and clients are satisfied with the support provided.
- Act as a point of contact for **client communication **, including regular updates, incident resolution, and issue escalation.
- Perform **predictive analysis **and **risk analysis **to proactively identify potential issues and mitigate risks.
- Manage **escalation processes **for critical incidents and ensure prompt resolution.
- Provide **consulting support **to improve system performance and reliability based on production incidents and trend analysis.
- Support **configuration management **activities, including system configurations and setups for production environments.
- Work with monitoring solutions like **ITRS Geneos **to ensure system health and performance.
- Collaborate with project teams on release and the integration of new systems and upgrades.
- Perform system maintenance and updates, using tools such as **XML **, **SQL **, **PL/SQL **, **Shell Scripting **, **MQ Series **, **CFT **, and **Control-M **.

**3. **Requirements**:

- **ITIL certification/knowledge **and understanding of IT service management processes.
- Familiarity with **Capital Markets **products and workflows (e.g., **FO/BO environments **).
- Proficiency in **XML **, **SQL **, **PL/SQL **, **Shell Scripting **, **MQ Series **, **CFT **, and **Control-M **.
- Experience with **monitoring solutions **, preferably **ITRS Geneos **.
- Strong skills in **SLA & KPI management **, **client communication **, and **escalation management **.
- Ability to perform **predictive analysis **and provide valuable consulting insights to improve system performance and reduce downtime.

**Desired Skills**:

- Experience in **Risk Analysis **and **Project Execution **in a financial context.

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