Application Support Engineer

About the role

BCS, a wholly owned subsidiary of Network for Electronic Transfers (NETS) and part of the NETS Group, manages and operates clearing and payment infrastructure such as FAST, Inter-bank GIRO, Cheque Truncation System, PayNow and SGQR. The IT Operations department supports the day-to-day operation, maintenance and support of BCS applications and their infrastructure. The Application Support Engineer provides 24x7 operational support, monitors alerts, handles incidents and problems, takes part in application deployments and assists external parties such as MAS, banks, auditors and other BCS users.

Key responsibilities

• Manage and close application incident tickets end-to-end, from investigation to resolution
• Troubleshoot and resolve application issues quickly to minimise business and customer impact
• Perform root cause analysis and post-incident reviews, and document solutions, workarounds and known issues
• Collaborate with development, infrastructure and other support teams on complex issues and long-term fixes
• Support daily application monitoring, deployments and environment support, and escalate critical issues while tracking progress
• Deliver support within agreed SLAs, including 24x7 support where required, and give regular status updates and incident reports
• Take part in application enhancements, testing and documentation, and support testing in non-production environments
• Assist with production queries from stakeholders, auditors, banks and regulators, and prepare project, change and operational documentation
• Support annual industry and regulatory testing, including VAPT, APT and APIPT, and support deployments following change management procedures
• Perform standby duty (24/7) on a rotational basis

Required profile

• Bachelor's degree in Information Technology, Information Systems, Computer Science or a related field
• Minimum 5 years of hands-on experience with Java, J2EE/JEE, Oracle, SQL/PLSQL, JasperReports, RESTful and SOAP APIs and/or XML; basic understanding of Solaris and/or Linux (e.g. RHEL)
• Strong troubleshooting and analytical skills, ability to work under pressure in production support, and good communication and documentation skills

Required skills

• ServiceNow development and configuration (Business Rules, Client Scripts, Update Sets)
• SQL database management across production, UAT and SIT environments
• Unix shell scripting and RedHat Ansible
• AWS services such as CloudWatch, S3, RDS, EKS, CloudFormation, WAF, ECS and API Gateway
• Middleware and messaging technologies such as IBM Connect Direct, IBM MQ, Apache Ignite, Solace PubSub+ and ELK
• Spring Boot, Spring Batch and Struts 2; microservices, containers and DevSecOps are an advantage
• Knowledge of financial clearing and payment systems and ISO20022 is a plus