Senior Production Support Engineer

About the role

The NETS Group, a payments services group operating Singapore's national debit scheme, is hiring a Senior Production Support Engineer in Braddell. The role provides primary production BAU support for the NETSQR system, including after-hours support and activation on a rotation basis from the Data Centre.

Key responsibilities

• Handle primary application support, problem tracking, diagnosis, replication, troubleshooting and resolution of client issues, coordinating with the Application Development team.
• Answer phone requests during designated hours and provide after-hours support and activation on a rotation basis.
• Classify issues at first level, investigate at second level (data, application, procedure, system, network, etc.) and route help desk tickets to the right team.
• Track help desk tickets, resolve issues or escalate them, and identify server, network or database problems to reassign to the appropriate team.
• Gather and analyse data metrics to produce trend reports for capacity management and recommend expansion plans.
• Evaluate help desk and department requests technically and help define requirements.
• Run weekly statistical extractions, support application enhancements, compliance tasks such as key renewals and infrastructure upgrades.
• Carry out ad hoc tasks such as monitoring for key merchant promotions.

Required profile

• Degree in IT or a related discipline.
• At least 5 years of experience in a production support environment.
• Good communication, analytical and problem-solving skills, and teamwork ability.
• Ability to anticipate customer needs and work with them to win-win outcomes.

Required skills

• Preferred: Java (J2EE, J2SE, JDBC, Spring, Hibernate, Struts, Eclipse, JBoss EAP, Tomcat, Oracle 19C, MySQL, Linux, Bash scripting).
• Advantageous: strong hands-on SQL and Bash scripting.