Production Support Analyst

<p>&nbsp;</p> <p><strong>PRODUCTION SUPPORT ANALYST</strong></p> <p>&nbsp;</p> <p><strong>Important Information</strong></p> <p><strong>Location: Singapore</strong></p> <p><strong>Responsibilities:</strong></p> <ul> <li>Deliver high-quality production support for cross-functional applications serving UOB Wholesale Banking stakeholders.</li> <li>Oversee application availability, incident management, problem management, and capacity for systems within scope.</li> <li>Analyse, troubleshoot, and resolve incidents, problems, and user issues effectively.</li> <li>Coordinate incident communications, including SLA breaches, major incidents, and upstream or downstream issues, while keeping the team, manager, and department updated.</li> <li>Lead technical remediation in line with agreed non-functional requirements.</li> <li>Drive continuous improvement of services, processes, and tasks through automation.</li> <li>Ensure critical processes and procedures are followed and help define operational standards.</li> <li>Translate complex technical issues into clear language for business users.</li> <li>Promote strong knowledge management practices across the team and organization.</li> <li>Collaborate with Level 1, Level 3, and development teams to resolve incidents, problems, and user issues within SLA and in line with the bank’s severity framework.</li> <li>Support event management activities, including patching and annual RDR exercises.</li> <li>Provide on-call support according to the team roster</li> </ul> <p><strong>Requirements:</strong></p> <ul> <li>Bachelor’s degree in computer science or a related discipline.</li> <li>At least 7 years of L2/L3 production support experience in Banking IT within a high-availability, mission-critical environment.</li> <li>Experience supporting Cash &amp; Trade Management platforms in Wholesale Banking is an advantage.</li> <li>Hands-on experience performing Pre-DR and RDR activities is required.</li> <li>Previous experience in development or system administration (Linux, Unix, Oracle) is preferred, but candidates must currently be working in an L2 or L3 support role.</li> <li>Distributed technologies, including Unix/Linux, MQ, WebLogic, Java, Oracle, and Connect: Direct.</li> <li>Experience with monitoring tools such as Splunk, Geneos, and BMC Helix, TrueSight.</li> <li>Experience using batch schedulers such as Control-M, AutoSys, or Cron.</li> <li>Experience with host-to-host file transfer protocols such as SFTP.</li> <li>Strong automation skills, particularly in Unix shell scripting or Python.</li> <li>Hands-on experience writing and debugging scripts, code, and database queries.</li> <li>Knowledge of interfaces and messaging platforms.</li> <li>Strong troubleshooting skills for Java application performance issues.</li> <li>Strong understanding of web and mobile banking application architecture.</li> <li>Solid understanding of ITIL methodology.</li> </ul> <p><strong>About Encora</strong></p> <p>Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering &amp; Application Modernization, Data &amp; Analytics, Digital Experience &amp; Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI &amp; LLM Engineering, among others.</p> <p>At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality</p>