Aara Tech - L2/L3 Production Support Engineer - Core/Card Banking System (5-10 yrs)

Job Responsibilities :

- Provide application support to various business users.

- Attend to business queries and business requests promptly.

- Follow through the business requests to a proper closure.

- Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by event monitoring tool.

- Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented.

- Ensure all incidents and problems are proactively managed

- Prioritizing numerous issues of varying severity and escalate issues as appropriate to necessary teams and management.

- Collaborate with the development team in identifying resolutions and transitioning of releases into production environment.

- Adopt standard Incident and Problem Management workflow and processes, i.e timely ticket, defect and incidents loggings including proper change management processes and quality issue/impacts emails.

- Participate in DR/BCM activities or infrastructure related upgrade.

- Responsible of capacity management. To monitor & analyse current performance and capacity data and forecast the capacity required by the applications ahead.

- Aside from day-to-day support duties, there will be requirements to undertake other responsibilities such as management reporting & other centrally driven project initiatives as needed.

Job Requirements :

- Bachelors degree of Computer Science or Engineering.

- Minimum 5 years of experience working in IT industry with relevant experience in technology solution or support service delivery in the banking/financial industry.

- Sound Understanding of ITIL, SDLC.

- Good and assertive communicator in speaking & writing.

- Good analytic and problem-solving skills.

- Able to work in a fast-paced, team-oriented environment and weekends or off business hours.

- Experience in L2 or L3 production support.

- Business knowledge background of either Core Banking or Cards.

- Technology knowledge background of either Open System or AS400.

- Willing to work on Shifts.

Good to Have :

- Knowledge on enterprise tools, i.e. MQ, Connect Direct, Control M etc.

- Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc.