Job Description

DUTIES & RESPONSIBILITIES

• Primarily to provide production BAU support for Open systems application (including after office support and activation on a rotation basis)
• Responsible for primary application support, problem tracking, diagnosis, replication, troubleshooting, and resolution of client problems. Coordinate with Application Development team for support and resolution of issues.
• Provide support based on phone requests during designated hours of operation as specified in the Support Plan. This will include after office hours support and activation on a rotation basis from Data Centre.
• Determine type of issue by first level support and second level investigation support (data, application procedure and/or process, system, network, etc.) and route help desk tickets to the group responsible for the successful resolution.
• Track helpdesk tickets to ensure timely resolution and escalate as per escalation procedure if necessary (i.e.: identify server, network, or database issues and reassign to the appropriate team).
• Gather and analyze data metrics to provide trend analysis report as part of capacity management to ensure system performance is sustainable & recommend action plans for expansion.
• Work closely with technical and business users from help desk tickets and operational departments and participate in defining requirements from a technical viewpoint.
• Perform weekly statistical and operational trend analysis, support application enhancement deployment, compliance tasks such as key renewal & Infrastructure upgrade support.
• Perform other ad-hoc tasks assigned by team leader when appropriate for instance specific monitoring for key merchants promotion.

QUALIFICATIONS

Degree in IT or other related discipline.

EXPERIENCE

• Minimum related experience of not less than 5 years in the production support environment and prefer to possess the below technical skills:
• Programming Language: Java – J2EE Platform
• Java technologies: J2EE (Servlets, JSP, JavaBeans), JS2E (JFC/Swing, SWT), JDBC, JavaMail, Jakarta Struts Framework, Spring Framework, Hibernate, Jasper Reports, JOOReports, Java Comm API, JMS, EJB
• Java IDEs: Open JDK1.8, Eclipse for Java, Visual Age for Java, NetBeans, JBuilder
• Application servers: JBOSS EAP 7.x, Jakarta Tomcat, JBOSS 2.4.37, Blazix
• Other Softwares: MS Office, Open Office, ELK, Zabbix, Bash Scripting.
• Database: Oracle 19c, MySQL 5.7x. Proficient in SQL scripts to support data extraction/statistics & adhoc queries
• Operating Systems: Linux, MS Windows

COMPETENCIES

• Good communication and interpersonal skills.
• Analytical and problem-solving skills who can analyze issues holistically and propose a solution.
• A team player who can assist team members when needed.
• Able to anticipate customers’ need within own area of work and partner with customers to achieve win-win situation.
• Strong knowledge and hands-on experience in SQL scripts and Bash scripting is an added advantage.