Production Support Analyst

Experience: 6-9 Years

Role: Production Support Analyst

Key Skills

Strong skills in Unix / Linux, Perl / Shell scripting,

Database (MSSQL Oracle, Sybase)

BMC Control-M Scheduler

Knowledge in Temenos TripleA and Odyssey suite of products

Responsibilities

· Role Overview

• Group Technology & Operations (GTO), Singapore, is seeking an experienced Production Support Analyst to join the Private Banking IT team.
• Responsible for supporting and managing the Temenos Odyssey Triple A, Edge Connect (RM Workbench), Client Dashboard, and OneStart applications for the Private Banking business.
• Provide proactive, timely, and effective support to business users while ensuring system stability and service excellence.

Key Responsibilities

· Production Support & Incident Management

• Provide first-line production support for user issues, incidents, service requests, and queries, ensuring timely and effective resolution within agreed SLAs.
• Own and manage incidents and issues from identification through to closure, including escalation to relevant technology teams, vendors, and management where necessary.
• Conduct issue analysis, troubleshooting, and root cause investigations to resolve production problems.
• Maintain comprehensive documentation of issues, actions taken, decisions made, resolutions implemented, and lessons learned.
• Analyse incident trends and recommend preventive measures to minimize recurring issues.

· Stakeholder & Vendor Management

• Collaborate with business users, technology teams, and third-party vendors to facilitate issue resolution and support business requirements.
• Engage vendors to provide solutions that enhance the stability, sustainability, and performance of the production environment.

· Change, Release & Problem Management

• Adhere to Incident, Problem, and Change Management processes, including:
• Timely logging and tracking of tickets, defects, and incidents.
• Proper change control and release management procedures.
• Preparation of high-quality issue, impact, and communication updates.
• Support application releases by following established change control practices, procedures, and guidelines.

· Project & Development Support

• Work with development teams during requirements gathering, clarification, and impact analysis for enhancements and fixes.
• Validate application fixes and enhancements to ensure issues are adequately resolved before production deployment.
• Own and support small projects and initiatives, coordinating with various teams to deliver effective solutions for business users.

· System Maintenance & Continuous Improvement

• Utilize software updates, drivers, knowledge bases, FAQs, and other available resources to support incident resolution and service improvement.
• Participate in infrastructure upgrades, annual Disaster Recovery (DR) exercises, and Business Continuity Management (BCM) activities to ensure operational resilience.

· Key Objective

· Deliver reliable, high-quality production support services while ensuring application availability, operational stability, and a positive user experience for the Private Banking business.

Requirements

Education and Experience

• Degree in Computer Science / Engineering or related disciplines

· At least 6 years’ relevant experience preferably in a Finance Institution with hands-on application management experience, preferably in the Private Banking / Wealth Management business

Essential

• Knowledge in Temenos TripleA and Odyssey suite of products
• Good team player, Independent , proactive and self-starter with excellent interpersonal and communication skills

· Basic understanding of the front to back of Private Banking / Wealth Management operations

· Experience working in an ITIL-driven environment, and working knowledge of ITIL principles