Production Support Analyst

PRODUCTION SUPPORT ANALYST

Important Information

Location: Singapore

Responsibilities:

• Deliver high-quality production support for cross-functional applications serving UOB Wholesale Banking stakeholders.


• Oversee application availability, incident management, problem management, and capacity for systems within scope.


• Analyse, troubleshoot, and resolve incidents, problems, and user issues effectively.


• Coordinate incident communications, including SLA breaches, major incidents, and upstream or downstream issues, while keeping the team, manager, and department updated.


• Lead technical remediation in line with agreed non-functional requirements.


• Drive continuous improvement of services, processes, and tasks through automation.


• Ensure critical processes and procedures are followed and help define operational standards.


• Translate complex technical issues into clear language for business users.


• Promote strong knowledge management practices across the team and organization.


• 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.


• Support event management activities, including patching and annual RDR exercises.


• Provide on-call support according to the team roster

Requirements:

• Bachelor’s degree in computer science or a related discipline.


• At least 7 years of L2/L3 production support experience in Banking IT within a high-availability, mission-critical environment.


• Experience supporting Cash & Trade Management platforms in Wholesale Banking is an advantage.


• Hands-on experience performing Pre-DR and RDR activities is required.


• 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.


• Distributed technologies, including Unix/Linux, MQ, WebLogic, Java, Oracle, and Connect: Direct.


• Experience with monitoring tools such as Splunk, Geneos, and BMC Helix, TrueSight.


• Experience using batch schedulers such as Control-M, AutoSys, or Cron.


• Experience with host-to-host file transfer protocols such as SFTP.


• Strong automation skills, particularly in Unix shell scripting or Python.


• Hands-on experience writing and debugging scripts, code, and database queries.


• Knowledge of interfaces and messaging platforms.


• Strong troubleshooting skills for Java application performance issues.


• Strong understanding of web and mobile banking application architecture.


• Solid understanding of ITIL methodology.

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

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