Manages day to day incidents/service requests and problems in the IT environment
Responsible for resolving incident/service request/problem tickets and coordinate incidents solving activities
Ensuring all SLAs defined for Production Support are met
Establish and build collaborative working relationship with business users, development team and IT partners
Supports the IT Service Continuity Management activities relating to the relevant production applications
Provides on-call support for the production environment
Monitoring and Escalation:
Ensures availability & reliability for the relevant production applications
Ensures health checks, system connectivity, consistency and data integrity are performed as per schedule.
Monitoring of production environment to ensure system availability.
Provides timely escalation/update to management and prepare post mortem analysis
Proactive reviews of the production batches and identify areas to improve system performances
Regulatory Responsibilities:
Demonstration of appropriate values and behaviors including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations
Follows service management requirements standards based on management direction
To facilitate, support and furnish data for audit requirement within dateline
Support DR/BCP activities in respective areas and ensure smooth and seamless completion of activity within regulatory guidelines
