Application Support Analyst
- Contract up to 31st May 2023, with an option to extend
- Hybrid work arrangement
- Work location: Paya Lebar
Our Client
- Leading global digital payment company headquartered in US
The Opportunity
- Understand the end-to-end product functionality and become SME of Digital Developer Platform (DDP) Products.
- Hands on experience in handling levels of incident or request related to impact calculations, escalations treatment and service level agreements (SLA) to quickly eliminate impacts.
- Troubleshoot technical issues or escalate and work with appropriate technology teams to deliver impactful results.
- Timely responses to internal client facing teams and Operations partners. Regular collaboration with partners for operational stability both technically and process wise.
- Provides technical support to stakeholders/partners through a scaled ticketing system. Ensures a high quality of service, troubleshooting partner's technical issues in real-time within the defined SLAs.
- Manage the production environment applications by improving the monitoring & alerting to maximize stability and resiliency.
- Provide support during software life release cycle by validating the applications, monitoring the health check of products and sending the Post release reports.
- Helps scale programs by documenting the users experience and the root cause of technical issues in FAQs or self-service tools that can be used by our stakeholders and team members.
- Provides on-call support coverage via on call rotation schedule including weekends.
- Proactively and independently analyzes information to identify specific trends/opportunities, recommends appropriate and relevant tactical improvements, anticipating future business needs to improve the overall support experience and document this knowledge across the team.
- Effectively manages key relationships with multiple cross functional partners and stakeholders by facilitating communication of the team and nurturing strong cross functional relationships.
Your Background
- You have Bachelor in Computer Engineering, Computer Science, or Information Technology
- You have a strong background of 5+ years of experience as a Technical Support Engineer or similar.
- You have Professional working experience in Java based large scale and highly available environment.
- You have an expertise in at least one of the relational database (SQL Server, Oracle, DB2 etc.)
- You have deep level expertise in instrumentation, customisation, and usage of at least couple of modern monitoring toolset such as Grafana, Prometheus, Thousand Eyes, Splunk, JIRA etc.
- You have Micro service understanding in a containerized environment such as Kubernetes.
- You have an excellent debugging and trouble shooting skills.
- You are always on the lookout for opportunities to improve our operations, user experiences, and deliver cohesive ideas around innovative support strategies and application design considerations.
- You have strong communication skills to partner with technical and non-technical stakeholders effectively in a remote environment and are proficient with phone, email, and computer-based support solutions
- You love to create and define new support solutions, offer highly effective solutions to their problems, cut out complexity, and get teams back to being productive.
- You thrive in an innovative culture where autonomy is necessary, and strong collaboration is paramount.
- You have fluency in English
Preferred Qualifications:
- Experience in the payment processing and/or banking industry
- Technical understanding of online payment processing flows (Merchants, Acquirer Banks, Issuers bank)
- 5+ years of experience Production Support role in software, financial or information technology industry
- Significant experience of Production support role
Interested parties please click "Apply Now" or contact May Anne Ramos (EA Reg no: R1110127) at mayanne.ramos@peoplebank.asia for more information.
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.
