Production Support Level 2, Group Infrastructure & Platform Services

Job Responsibilities:

• Responsible for availability, incident, problem and capacity management for the applications in scope

• Response and resolve incidents, problem and user queries through proper analysis

• Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department

• Execute continuous service improvement plan, process improvement

• Ensures essential process / procedures are followed and contribute to defining standards.

• Communicate complex technical issues to business users in a language they understand

• Contribute in effective knowledge management best practices within team and organization

• Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA

Experience/Skills:

• Minimum 4 years of experience working in Banking IT industry support. Experience in internet banking applications and mobile banking applications.

• Strong team player. Flexible and being able to manage time effectively.

• Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.

• Experience in L2 / L3 support in a Production Support group in a high availability / mission critical environment.

• 3-4 years’ experience with Distributed Technologies - AIX, MQ, Java, RDBMS, connect-direct

• 2 years’ experience supporting native iOS / Android applications in large Production environments

• Support maintenance of OpenShift, container native applications and microservice design patterns

• Solid understanding of ITIL methodology