L2 Application Support

Requirements:
•            At least 5 years working in an L2 Application Support Environment which mainly involves Incident and Problem Management.
•            Experience in application implementation projects in financial institutions would be advantageous.
•            Strong analytical and problem-solving skills.
•            Ability to perform impact analysis in a structured manner.
•            Good verbal & written communication skills.
•            Proactive and able to work independently and under pressure.
•            With a keen interest in providing high service quality and familiar with the demand of a 24x7 support environment

Good to have experiences:

•            Application Monitoring Tools

•            Incident Management

•            Problem Management

•            Self-motivated with a strong sense of ownership and accountability

•            A quick mind with a problem-solving aptitude, creative & pragmatic

•            Good project management skills with attention to details, ability to multi-task andwork within tight timelines

•            Strong stakeholder management and interpersonal skills, with good oral and written communications skill

•            Experience working with cross-cultural teams is a plus

•            Good knowledge of financial institution products and digital platforms are added advantages

Responsibilities

•            Perform work in shifts to provide 24/7 on-site or on-call support.

•            Incident and Problem management.

•            Should have knowledge on SRE Best practices and able to adhere to SRE guidelines in the work.

•            Provide root cause analysis techniques to determine cause and resolve complex system issues.

•            Perform post-resolution follow-ups to ensure problems have been adequately resolved.

•            Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

•            Work with onsite and offshore teams across multiple technologies/applications

•            Continuous improvement of the system, eq. removal of TOIL, job automation, performance tuning.

•            Proactive management of production services by measuring and monitoring availability, latency, throughput, user journeys and overall system health.