GENERAL DESCRIPTION The candidate will be a member of the IT Service Management team The Application Support Analyst provides primarily Level 2 support for the different applications that are supported out of Asia and Zurich The analyst will also be responsible for the monitoring of incidentsissues tracking of problems and ensuring SLA are met for the applications under hisher charge
KEY FEATURES AND ACCOUNTABILITIES
Good knowledge of IT systems in banking domain Understanding of Private Banking would be advantageous
Below are the key areas of focus
Manages daytoday incidentsservice requests and problems in the IT environment
Ensures that availability reliability for the relevant production applications are maintained
Ensures health checks system connectivity consistency and data integrity are performed as per schedule
Supports the IT Service Continuity Management activities relating to the relevant production applications
Processing of incident tickets generated by monitoring systems and service desk within SLAs
Performing coordination communication tasks between incident managers applications service owners 3rdlevel support and other IT Business stakeholders
Production Support Governance
Responsible for incidentservice requestproblem tickets
Coordinate incidents solving activities
Support Incident Management team in the resolution of high priority incidents
Perform tickets review and make recommendations for improvement
Monitoring of production workplace to ensure system availability
Performs health checks system connectivity consistency and data integrity
Supports the ITSCM lead for the IT Service Continuity Management DR BCP exercises
Keep application documentations up to date
Change and Release Management
Performing sanity checks on applications during periodic releases on weekends
Involve in prerelease walkthrough on changes related to the applications under hisher charge
Regulatory Responsibilities OR Risk Management
Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity due care and diligence fair dealing treating customers fairly management of conflicts of interest competence and continuous development adequate risk management and compliance with applicable laws and regulations
Support DRBCP activities in assigned application areas and ensure smooth and seamless completion of activity within regulatory guidelines
SKILLS REQUIREMENTS
Personal and Social
Conscientious in ensuring defined SLAs are met
Good communication and organization skills
Ability to work independently or as part of a team
Ability to interact and coordinate with business users within a financial institution
Ability to analyse problems and provide short term and longterm solutions
Highly motivated and proactive with an eagerness to learn and take on new concepts
Professional and Technical
Candidates must have least 5 years experience in Level 2 support in a banking environment
Candidates must have exposure to technical requirements analysis planning configuration management and handson technical skills
Knowledge of MAS TRM guidelines
Knowledge of ITIL concepts
Technical knowledge with LINUXUNIX systems and J2EE based apps servers is a must
Functionaltechnical knowledge in the area ChannelsDigitalization eg internet banking services client outputdocument generation Data Integration eg data warehouseETL concepts as well as in the area of Transactions handling systems is preferred
Good understanding and frequent usage of MYSQL or Oracle on different database platforms is preferred
Knowledge of basic MS office tools and various operating systems
Knowledge of performance monitoring tools is an added advantage
Knowledge of T24 and its underlying architecture is an advantage