Job Objectives
Application support Lead to provide efficient application support service for cross-functional or regional applications to provide a stable a production environment to business.
Key Responsibilities
· Hands-on knowledge in AMH (Alliance Messaging HUB) to ensure the BAU, addressing production queries, Monitoring, and maintaining the AMH Swift IT prod support, responding to and resolving incidents and service request related to AMH Swift IT systems.
· Manage day to day issues in AMH, including daily health checks of applications and processes, working closely with various stakeholders (Users, Development team, Vendor, Infrastructure team, Operation team and Incident and Management team, etc) to prioritize and resolve reported production incidents.
· Providing technical support and guidance to end users and stakeholders.
· Documenting procedures, configurations and troubleshooting steps for future references
· Manage and support high-availability 24/7 production systems with an on-call option during non-office hours with team member’s rotation on weekly basis. Require to be in onsite depends on issue criticality.
· Continuously improving processes and procedures to enhance system reliability and efficiency.
· Act as the focal point for critical/high impact incident resolution for application systems that are in production
· Ensure end of day batch process is getting completed successfully for multiple applications across country on every day.
· Correlate events across multiple systems to narrow down potential root causes of problems.
· Own production operational issues by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue
· Ability to direct multiple resources on cross functional teams to troubleshoot and resolve complex systems issues
· Investigate production issues and provide workaround to user to move business forward. And engage analysis to L3/Vendor team for further investigation
· Manage and respond to users on timely manner for reported production issues/clarification
· Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives
· Perform Disaster Recovery (DR) exercise for multiple applications across all country on every year
· Generate one time report as per user request/audit request.
· Run problem governance call with business user, Dev and Vendor to prioritize problem tickets and ensure to review before problem ticket get resolved
· Ensure to bring-up all service after system maintenance / OS patching / DB patching activity
Key Requirements
· 5-7 years of Strong Swift product knowledge and hands on experience in supporting Swift related products like Alliance Messaging HUB, GPI, SAG/SNL.
· Minimum 5-7 years of hands-on experience in Java, J2EE, JMS, Webservices, Micro Service, Oracle, UNIX, IBM MQ Series, CTRL+M, Splunk
· Hands-on experience in IT Operations/Production support L2/L3.
· Experience in ITIL process and tools like Control-M is a plus.
· Strong analytical & trouble shooting skills required.
· Experience in Disaster Recovery planning and test execution.
· Exhibits problem solving skills and shows flexibility in supporting evolution in process, standards, and strategy.
· Experience working in financial services industry supporting mission critical applications is a big plus.
