Job Mandate:
Responsible for handling incidents and problem tickets escalated to ITAIO-AO, which includes investigation, resolution identification, impact and root cause analysis, and escalation to different support teams for further investigation or resolution implementation. The role is also responsible for proactive handling of obsolescence and vulnerabilities, implementing enhancements and permanent fixes, planning application and infrastructure patches, scheduling preventive maintenance, managing production releases and coordinating capacity management for seamless technical operations
Duties and Responsibilities
INCIDENT AND PROBLEM SUPPORT
- Provide 2nd level support to incidents/problems escalated by Level 1 support
- Perform code level investigation/troubleshoot of incidents and problems and implement code changes in a highly technical environment Driving to get the root cause of the issue as part of attending incident tickets
- Gather data, tests, and replicate incidents and problems
- Identify and implement workarounds or emergency fixes until the underlying issues/defects are resolved Use monitoring and diagnostic tools or run tests to investigate and resolve problems quickly and accurately Database interrogation using Database Server and queries to analyze impact of defects
- Investigate, diagnose and report software defects to Build Team or Software vendor for permanent resolution
- Triaging application issues and driving to get to the root cause of issues
- Consult and coordinate the effort within the team and other support team to resolve incidents in a timely manner
- Regularly update stakeholders in an ongoing troubleshooting and resolution efforts
- Develop and maintain relationship with different stakeholder and supporting teams
- Participate in technical training programs, collaborations and knowledge sharing sessions, and self-directed learning.
- Stays informed of new support methodologies/approaches/technologies
- Contribute in building application AO knowledge base in application troubleshooting and resolution, in collaboration with different Support and Build Teams
- Participate and contribute in establishing continuous improvement culture to achieve AO's goals related to minimizing tickets escalated to IT-AIO-AO
- Gather data needed in function metrics reporting and analytics for decision making and improvements insights
- Create and maintain knowledge base articles to document defects, common issues and processes
- Maintain/update Troubleshooting Guide and Application Playbook Monitor the SLAs of deliverables from the Vendor
- MAINTENANCE DELIVERY
- Ensure thorough obsolescence and vulnerability assessment on existing systems and applications are conducted regularly.
- Identify and analyze potential risks associated with obsolete components, vulnerabilities, and other findings. Report, as necessary.
- Collaborate with relevant teams to develop and implement mitigation strategies for identified risks.
- Stay abreast of industry trends and emerging threats to inform proactive measures.
- Coordinate maintenance (patch and preventive) activities.
- Collaborate with stakeholders and/or relevant teams to assess and procure updated software and hardware components.
- Document and communicate findings, recommendations, and implemented solutions to stakeholders
- Ensure compliance with security policies, standards, and regulatory requirements.
- Ensure maintenance of a comprehensive inventory of system components for effective monitoring
- Continuously monitor and evaluate the effectiveness of implemented solutions and process to adapt to the evolving needs of the organization
FIX AND ENHANCEMENTS
- Collaborate with business stakeholders and other relevant teams to identify opportunities for application enhancements. Strategize on the priority and solutioning based on business need.
- Coordinate with IT Operations and relevant teams to understand the root causes of reported issues and propose effective solutions.
- Design, develop, and implement enhancements and permanent fixes to address identified problems.
- Conduct thorough testing to ensure the effectiveness and stability of the implemented solutions, patches, and preventive maintenance activities.
- Provide technical expertise and guidance to support teams in troubleshooting and resolving complex issues.
- Document all enhancement and fix implementations, ensuring comprehensive and clear records.
- Collaborate with change management and release management to ensure seamless deployment into production environments.
- Participate in post-implementation reviews to assess the impact of changes and identify areas for improvement.
- Stay informed about industry best practices and emerging technologies to drive continuous improvement in application performance and functionality.
- Ensure adherence to SLA (Service Level Agreement), and unit goals
RELEASE AND CAPACITY PLANNING
- Develop and maintain a comprehensive release and capacity planning strategy for applications and infrastructure.
- Collaborate with development, IT operations and business teams to understand upcoming releases and changes.
- Coordinate release schedules, ensuring minimal impact on production environments and optimal resource utilization.
- Monitor and analyze application dashboards. Conduct capacity assessments to identify potential constraints and plan for scalable solutions.
- Evaluate and prioritize release requests based on business needs and technical considerations.
- Work closely with stakeholders to define release criteria and ensure successful deployment.
- Monitor and report on the progress of releases, addressing issues and communicating updates to relevant teams.
- Establish and enforce release management processes, including version control and rollback procedures.
- Collaborate with infrastructure teams to ensure hardware and software capacity aligns with organizational growth.
- Maintain documentation for release and capacity plans, providing insights for continuous improvement.
Minimum Qualification Requirements
Education
Business, industrial engineering or Information Technology graduate with experience in business casing, business analysis and requirements definition and user test script development
Work Experience
At least 4 years of demonstrated global industry/ banking experience with business casing, business analysis and requirements definition, software development and testing
Knowledge Area
Skills
TECHNICAL SKILLS
- Excellent analytical, technical, and problem-solving skills
- Excellent written and verbal communication skills
- Excellent planning and organizational skills
- Excellent understanding of solution delivery methodologies, application development, infrastructure, and network architecture
- Proficient in effectively communicating in both technical and business languages, demonstrating the ability to bridge the gap between technical concepts and business requirements.
- Demonstrated experience with strategy and transformation execution, business analysis and requirements definition, business case development and project management.
- Record of accomplishment on business analysis and requirements definition and user test script development and implementation.
- Detail oriented
- Proficient in the use of presentation and project management tools.
- Excellent documentation skills.
- Worked on transformational projects
- Experience in programming, and working with different application, OS (Operating System), and databases
- Strong experience in technical support and troubleshooting, thinking outside the box, problem simulation, and log file diagnostic
- Experience in Continuous Integration and Delivery is a plus
- Working knowledge/experience in using containerization and orchestration platform (i.e. Docker, Kubernetes) is a plus
- Experience in relational database and familiarity with network protocols (i.e. TCP/IP, HTTP, SSL, etc)
- Strong knowledge in n-tier web applications
- Development background and experience in programming languages/scripting (i.e. Java, #Net, Python, etc)
- Experience in the development / support of bank/financial applications/systems
BEHAVIORAL SKILLS
- Dedicated team player and collaboration skills
- Ability to influence stakeholders to determine and execute acceptable solutions
- Ability to manage multiple projects/task and work in teams with diverse backgrounds
- Strong initiative, self-motivation, self-discipline, creativity, and a determination to reach goals and objectives with minimal management intervention and control
- Ability to lead, manage, and provide coaching as needed
- Quick learner and ability to understand new business dynamics
- Open-minded and embracing constant change in the environment
- Commitment to quality and a thorough approach to the work
