Production Support Analyst - GIPS (Shift-Based)

About the role

UOB is looking for a Production Support Engineer (GIPS) to support application wellness in production, investigate production issues and respond to users with feasible workarounds. The role follows issues through to closure, passes details to the L2/L3 teams and keeps system availability within agreed SLAs across countries for multiple applications and interfaces. It is shift-based and includes supporting implementations during the bank's green zone.

Key responsibilities

• Investigate production issues and respond according to defect severity SLAs, and follow up on defect and incident closure to meet KPIs.
• Manage and respond to user queries in a timely manner and clarify their requests.
• Ensure daily start-of-day (SOD) and end-of-day (EOD) execution for supported applications runs successfully.
• Support annual Disaster Recovery (DR) exercises for supported applications.
• Support System Engineers with server-level patches and upgrades where applicable.
• Keep incident and task documentation up to date for each production release.
• Work in a 24x7 onsite shift-support model.

Required profile

• 2+ years of production support experience in banks or financial vendors across multiple technologies/platforms.
• Prior hands-on production support experience with OPEN Systems/AS400.
• Good support knowledge of either a retail or wholesale payment system or a customer information system.
• Ability to write AS400 and SQL queries, parse logs, write UNIX shell scripts and optimise incident investigations.
• Strong written and oral communication skills and ability to manage users; able to adapt quickly to new technology and environments.
• Comfortable working in a fast-paced, high-pressure environment.

Required skills

• AS400, Linux/Unix shell scripting, MS SQL, Oracle, BMC Control-M Scheduler
• Incident management tools such as BMC and ServiceNow
• 3rd-party monitoring tools such as Control-M, Genos, Splunk, SQL Monitor (good to have)
• Understanding of ITIL service operations (good to have)