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The primary role of the Production Support Analyst is to perform second level support of Forex and Money Market Clearing & Settlement's applications in order to maintain functional and operational availability for the business lines. This includes problem analysis and resolution, ensuring maximum uptime of business applications, implementing application releases and infrastructure changes, and working proactively to improve the operational efficiency and reliability of the platform.
Role Responsibilitie:
- Based on the prescribed incident management procedures, ensure prompt resolution of all incidents
- Reactive problem investigation, diagnosis & resolution. Participate in post-mortem activities for any breaks in system availability. Carry out root cause analysis of problems and implement solutions to prevent recurrence
- Proactive problem analysis by carrying out trend analysis to identify recurring problems. Take the necessary actions to resolve the issues to prevent repeat occurrence
- Participate in change review meetings, planning and release implementation. Responsible for understanding cause-effect, identify and seek to resolve conflict due to multiple releases. Changes can be infrastructure or application related
- Partner IT Infrastructure and Application Development teams to proactively improve application serviceability, reliability and scalability
- Create, review and amend technical documentation such as support and disaster recovery procedures to ensure that they are kept up to date
- Work with IT Infrastructure and Application Development teams to ensure that all relevant monitoring metrics for infrastructure/applications performance and capacity are available. Use metrics to maintain and enhance system performance
- Facilitate knowledge building and management with focus on best practices and lessons learned
- Broad technical knowledge (z/OS environment and strong SQL skills) with track record of supporting complex and business critical applications within a high-availability environment
- A consistent attitude and respect for high quality standards and maintains this despite competing pressures
- Excellent verbal and communication skills. Able to translate complex technical issues into plain English, easily digestible for customers and stakeholders
- A strong relationship builder who develops and maintains relationships to help attain targets and manage expectation. A team player who is able to share information across teams, business lines and geographies
- Strong problem solving background with a focus on ownership of issues and a commitment to resolving them
- Comfortable working in a fast-paced, customer-focused organization, undergoing change. Flexible and able to adapt to new situations as the business demands with excellent planning capability
- Able to work in a Shift system and support on weekends
- Experience on Mainframes (z/OS) platform is essential
- COBOL, CICS, JCL, VSAM, IMS DB, Unix System services knowledge is essential
- Excellent RDBMS knowledge, particularly DB2 database. (We are not looking for a DBA-Database Administrator, but someone who can write / develop good SQL queries to extract data from application database based on the requests from the application users)
- Excellent SQL knowledge
- Good MQ series, SFTP and Connect Direct knowledge
- Java, HTML & Javascript Knowledge
- Good understanding of ITIL practices
- Fluency in English language is essential. German, French and Italian are desirable.
- Familiar with various application architecture, from client-server to multi-tier web application architecture (Good to have)
- Experience of working with large scale transaction and reporting applications (Good to have)
- Ability to quickly assimilate new tools and technologies (Good to have)