25 July 2024

We are currently seeking an experienced Production Support Analyst to effectively evaluate reported incidents, initiates necessary recovery actions, and collaborates with IT Level 2&3 Production support, along with other relevant IT teams and business users, to address all reported incidents promptly.

Mandatory Skill(s)

  • Degree in a relevant field;
  • At least 5 years of experience providing support to business systems and applications in banking or financial service sectors;
  • Able to troubleshoot and provide solutions for technical issues and routes to appropriate escalation groups;
  • Technical proficiency in Web Applications and database querying;
  • Excellent understanding of Incident & Problem Management practices;
  • Effective communicator, with the ability to communicate with business/users;
  • Able to maintain a positive and pleasant attitude in a high-pressure environment;
  • Proficiency in Microsoft Office suite products such as Word, Excel, PowerPoint, Project, and Visio.

Desirable Skill(s)

  • Familiar with ITIL:
  • Preferably experienced within the financial services.

Responsibilities

  • Serve as the initial point of contact for technical support, handling all reported incidents and collaborating with IT Level 2&3 to resolve complex and severe issues;
  • Take full ownership of reported incidents from evaluation through to resolution, ensuring timely recovery;
  • Initiate and oversee the execution of existing workarounds or recovery actions for known issues with available solutions;
  • Lead discussions with IT Level 2&3, production support teams, and relevant IT stakeholders to implement necessary workarounds or recovery actions;
  • Facilitate discussions with IT Level 2&3 and relevant teams to determine root causes of incidents, driving the implementation of permanent solutions;
  • Engage with business users to communicate incident impacts, recovery progress, and collaborate on identifying and implementing permanent solutions;
  • Act as a liaison between business users and technical teams to expedite incident resolution;
  • Document all incident investigation steps and maintain records in the team’s Knowledge Base portal for each unique incident;
  • Document all workaround or recovery actions taken for each incident in the team’s Knowledge Base portal;
  • Mentor junior team members on work processes, procedures, and policies, overseeing their work quality and timely delivery;
  • Contribute suggestions and initiatives to enhance production support processes, procedures, and governance, aiming to improve system stability and availability.

If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Pallavi Sharma at pallavi.s@sciente.com quoting the job title.

Pallavi Sharma
Technology Recruitment Specialist (APAC)
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