Application Product Support

**Description**:
Application Production Support for the Bank’s Global Banking Applications, primary responsibilities are 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.

**The role also includes**
- 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

**Requirements**:

- 5+ years of relevant IT experience (Production Support, ITIL, Release Support, Technical Implementations, or equivalent)
- Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
- Excellent written and verbal communication skills (English)
- Proven knowledge in some or all of the following: Java/J2EE - Core Java, JDBC, EJB, & Java Web Services
- Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
- Strong operating system knowledge in Unix and Windows including strong scripting skills
- Experience with Database technologies (examples Oracle, DB2 and PL/SQL) queries to support incident resolution.
- Knowledge of event driven and schedule driven batch processes
- Experience of handling various production support roles (technical - L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
- Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
- Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
- Ability to work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
- Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
- Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
- Ability to suggest, implement ideas for enhancing the customer?
- Working on some weekends and bank holidays as part of a 5-day week shift pattern

**Desired Skills**:

- Leads End-to-End maintenance responsibility of all production services related to technology.
- Work activities specific to Production Shared Services include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management.
- Actively engage and lead production support issues/incidents. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution.
- Ensure production and performance SLAs are met and escalate issues which needs attention.
- Performs analytical, technical, and administrative work in planning, installing, and supporting new and existing equipment and software under moderate supervision.
- Identifies vulnerabilities and opportunities for impro.

**Employment Type** : 12 Months contract (For extension or conversion to permanent role)