IT Production Support Engineer

• Overseeing team member’s responsibility for incidents, service requests & proactive tasks and ensure each of them are properly managed within agreed OLAs
• Shift accountability and ensure the high impact approvals are provided with proper risk assessment
• Delivery of Start of Day, End of Day health proactive checks and communicate to management and stakeholders
• Regular review of passed or partial incidents and make actionable improvement plans
• Collaborate with other leads to review patterns on repeated incidents, gaps in internal process and SOP and efficiency opportunities
• Oversee daily shift huddle and resolve / address potential detriments and set team members accountability for various actions

• 3-5 years of experience
• Well versed in ITIL management practices especially incident, knowledge and service level management
• Prior hand-on production support experience of OPEN or AS/400 Systems
• Good support knowledge in either one of the retail or wholesale payment or enterprise systems
• Willing to work in onsite 24X7 shift-support model
• Ability to easily adopt to any technology / environment – UNIX / open, AS/400 and mainframe
• Hands-on experience in writing SQL queries and parsing logs for issue investigation
• Strong written, oral communication skills and able to manage user / vendor / customer
• Be able to work in fast pace and high-pressure working environment