Total 2 tech support job vacancies in Manufacturing / Production category in The Philippines

Responsibilities:

• To handle level 2 production support activities including review upcoming changes, resolve incident tickets, raise problem ticket, support system maintenance and document knowledge base to shift demand to level 1 production support etc.
• To provide support during end of day batch run
• To work with various stakeholders (i.e., incident management, level 2 (group) and level 3 production support, data centre operation, user operation, infrastructure support etc) to resolve major incident.
• To work with various stakeholders (i.e., service automation, level 2 (group) and level 3 production support etc) to implement application monitoring, report and dashboard.

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

Key Domain/ Technical Skills
Familiar with OS/400 system

Familiar with RPG, COBOL language

Have experience with Silverlake banking system is plus point.

Responsibilities:

• Provide 24x7 production support onsite / offsite
• Investigate production issues, determine production defect severity and provide workaround to user if feasible to move business forward
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Provide necessary information needed for further investigation to next level support (L3) to proceed with fix
• Prioritize defects and plan for production release based on defect criticality or align with quarterly release
• Follow up on defect and incident closure and meet incident closure KPI
• Share production defect support learning with QA team and development team to improve application quality and minimize future defects
• Make sure system availability as per respective agreed SLA
• Support EOD batch run
• Perform annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches / upgrade as and when applicable
• Ensure proper knowledge transfer (KT) from project / development team before enhancement release
• Ensure application documentation is properly updated for each production release

Requirements:

Education:

·    Bachelors’ Degree in Computer Science or related field.

·    At least 3 years’ relevant experience preferably in Level 2 production support field.

Essential:

·   You are experienced in Level 2production support. If you are having development background would be added advantage.

·    You need to possess good analytical mind in production trouble-shooting and capable to work with Development/Level 3 support team and other stakeholders for interim solution, fixes delivery and continuous improvement for preventive measure.

·    Experience in incident and problem management life cycle to follow thru till proper closure of incident and problem tickets.

·    You are expected to be a fast learner to acquire assigned banking domain knowledge and to on-board new apps /modules / services / functions / enhancements from Development teams and ensure production stability would not cause by these changes.

·    Capable in preparing/maintaining KB/SOP/Runbook documentation for incident related issues and System Operations supported activities (eg. OS/DB patch, RDR, Cert/Key renewal, batch trending analysis, etc.)  

·    Committed to take on EOD /System Operation support roster to support EOD batch run and support upgrade/maintenance activities scheduled during wee-hours and weekend.

·    You must have work experience inAS400 and/or Open System platform; if you are in Banking / Financial industry previously, it would be a bonus.

·   Inclination for automation and tooling and exposure to Splunk, Geneos, Control-m, Helix, Aldon, etc. would be great advantage.

Key Domain/ Technical Skills:

·       OS400, AS400 RPG, COBOL

·       Unix, Linux, Solaris, Shell Script, Oracle DB

·       Tooling - Splunk, Geneos, Control-m, Helix, Aldon, etc. (added- advantage)