Production Support Analyst (Internet & Mobile Banking)

Position Overview

We are seeking a highly resilient and technically proficient Production Support Analyst with over 5 years of IT experience within the Corporate or Retail Banking sectors. The ideal candidate will excel in high-availability, mission-critical digital banking settings and possess practical expertise in Linux, Java, and Oracle technologies. This role offers an opportunity to play a vital part in maintaining seamless customer experiences across internet and mobile banking platforms.

Key Responsibilities

• Incident & Problem Resolution: Deliver expert-level L1.5/L2 production support by ensuring system availability, responding quickly to incidents, and providing comprehensive resolution for core banking systems, APIs, and digital channels.
• Technical Troubleshooting: Diagnose and resolve complex Java application performance issues, develop and debug scripts, optimize database queries, and manage file transfers via Connect Direct, IBM MQ, and SFTP protocols.
• Process Automation & Improvement: Enhance service efficiency by automating routine tasks through Unix Shell scripting or Python programming.
• Disaster Recovery & Resiliency: Engage actively in Disaster Recovery exercises, support annual RDR activities, and contribute to the design of resilient architecture to ensure operational continuity.
• Stakeholder & Vendor Liaison: Communicate technical details clearly to non-technical stakeholders during significant incidents, leveraging ITIL best practices within ITSM tools such as BMC Helix and ServiceNow.

Candidate Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• At least 5 years of relevant IT experience in the Financial Services industry, focusing on internet banking, mobile applications, and API integration.
• Robust operational experience as a Production Support Analyst or System Administrator in Linux/Unix and Oracle environments.
• Proven ability to troubleshoot Java application performance issues, including code and script debugging, as well as writing complex database queries.
• Proficiency in automation using Unix Shell Scripting or Python.
• Familiarity with file transfer protocols such as Connect Direct, IBM MQ, and SFTP (Host-to-Host).
• Practical experience with ITIL frameworks and ITSM platforms like ServiceNow or BMC Helix.
• Excellent soft skills, including the ability to multitask independently, maintain attention to detail, remain composed during crises, and communicate effectively across all organizational levels.