Application Production Support

Our Production Services Specialist will provide frontline application production supporting Regional Banking Applications within APAC.

Responsibilities:

• 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.
• 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
• Rotational 24/7 shift depending on business need

Requirements:

• Bachelor's degree (prefer IT/CS specialization) with min. 8+ years of relevant Experience of performing roles in Incident Management
• ITIL V3 Foundation Certification
• IT Support Background
• Service Support experience
• Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
• Experience in developing documentation materials for processes.
• Integrates best practices with process design to ensure continuous process improvement.
• Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
• A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision.
• A disciplined thinker and capable of working across organizational boundaries in a very demanding, high output environment.
• A flexible, ‘hands-on’ ‘can do’ attitude.
• Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover.
• Lead shift operations and ensure smooth handovers.
• Working on some weekends and holidays as part of a 5-day week shift pattern.
  
  
  Desired Skills
  
  · Experience of process design & process improvement tools
  
  · Experience of SIX SIGMA / DMAIC phases
  
  · Experience of working in a large enterprise IT organization
  
  · Experience in the financial sector
  
  · Knowledge of software development methodologies
  
  · Exposure to Risk management standards and practices
  
  · Project management training/certification desired

Our Production Services Specialist will provide frontline application production supporting Regional Banking Applications within APAC.

Responsibilities:

• 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.
• 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
• Rotational 24/7 shift depending on business need

Requirements:

• Bachelor's degree (prefer IT/CS specialization) with min. 8+ years of relevant Experience of performing roles in Incident Management
• ITIL V3 Foundation Certification
• IT Support Background
• Service Support experience
• Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
• Experience in developing documentation materials for processes.
• Integrates best practices with process design to ensure continuous process improvement.
• Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
• A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision.
• A disciplined thinker and capable of working across organizational boundaries in a very demanding, high output environment.
• A flexible, ‘hands-on’ ‘can do’ attitude.
• Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover.
• Lead shift operations and ensure smooth handovers.
• Working on some weekends and holidays as part of a 5-day week shift pattern.
  
  
  Desired Skills
  
  · Experience of process design & process improvement tools
  
  · Experience of SIX SIGMA / DMAIC phases
  
  · Experience of working in a large enterprise IT organization
  
  · Experience in the financial sector
  
  · Knowledge of software development methodologies
  
  · Exposure to Risk management standards and practices
  
  · Project management training/certification desired