MGR L2 Production Support

Job Objective

• To work with production support team to continuously improve operation efficiency of service recovery capability including monitoring, triage, automation, and production access control.

Key Responsibilities

• To identify area of monitoring coverage to be improved; and work with relevant teams to enable monitoring solution to improve monitoring coverage.
• To identify area of triage efficiency to be improved; and work with relevant teams to implement solution to improve triage efficiency.
• To identify area of automation of service recovery ability to be improved; and work with relevant teams to implement solution to automate service recovery ability.
• To work with various stakeholders (i.e., service automation, level 2 (group) and level 3 production support etc) to implement application monitoring, service end-to-end dashboard, and automation of service recovery.
• To govern and perform continuous improvement and implement controls pertaining to Production access entitlements

Key Requirements

Must have: -

• Bachelor’s 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.
• Good and assertive communicator in speaking & writing.
• Good analytic and problem-solving skills
• Able to work in a fast-paced, team-oriented environment and weekend / wee hours.
• Experience in L2 or L3 production support
• Knowledge on monitoring, log analytics, automation tools, i.e., Geneos, Splunk, Ansible, Grafana, Elastic Search etc.

Good to have: -

• Understanding of ITIL, SDLC
• Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M etc

Essential technical skill: -

• Familiar with basic Unix/Linux command
• Have knowledge of Unix/Linux shell script
• Familiar with SQL and have experience of Oracle DB
• Have knowledge of Java and application servers (JBoss, WebLogic etc.)
• Have knowledge of web servers (Apache, nginx etc.)
• Have knowledge of Load Balancer, VM, Network, Storage, OpenShift, Micro Services is plus point.