Production Support Analyst

Responsibilities • 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 Skills/Requirement • Bachelor’s degree of Computer Science/IT or Engineering • 7 years working experience in IT industry as Development or Production Support role of which minimum 5 years relevant experience • Experience in L2 or L3 production support • Knowledge on enterprise tools, i.e., MQ, Connect Direct, Control M, Helix, Aldon, etc. • Knowledge on monitoring, log analytics, automation tools, i.e. Geneos, Splunk, Ansible, Grafana, Elastic Search etc We regret to inform that only shortlisted candidates will be contacted. PERSOL Singapore Pte Ltd • EA License No. 01C4394 • EA Registration No. R1551626 (SUJA THERESA FRANCIS) ********************************** This is in partnership with Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i’s PDPA. **********************************