Level 2 Support Analyst (International Cash Management)
* Be a team member of L2 production support team located across Singapore and India to ensure 24 * 6 production support for the APAC region.
* Provide application production support for Cash Management and filtering and AML systems within Asia Pacific.
* Independently debug and propose resolution/work‑around for complex production issues.
* Ensure root cause analysis is performed where necessary and manage resulting action items to completion.
* Coordinate across various teams to effectively manage production issues and maintenance activities.
* Ensure issues are reported, tracked, followed up and escalated timely.
* Resolve or coordinate the resolution of issues, through problem management process, with other internal teams and / or the vendor.
* Coordinate and follow up with Application teams to ensure permanent fix is prioritised, planned and delivered, through the problem management process.
* Communicate and provide status updates on issues to business users, management team and other stakeholders.
* Contribute to preventive system monitoring and alerting, where appropriate.
* Support change management process and application releases.
* Support Disaster Recovery Test and Business Continuity activities.
* Support IT Security activities e.g. health checks after security patches.
* Support end‑of‑day and end‑of‑month batch runs.
* Perform and coordinate regular maintenance activities.
* Document operational procedures, contribute to knowledge base and cross‑train other team members to build up functional and technical expertise for our CM applications.
* Analyze and challenge existing support processes to achieve continuous improvement.
Direct Responsibilities
* Incidents resolution.
* Preventive maintenance.
* Pro‑active actions / measures to limit corrective maintenance activities.
Job Requirements
Technical
* JAVA/J2EE
* Websphere/Tomcat/JBOSS
* ORACLE PL/SQL
* COBOL
* TIBCO EMS / TIBCO BW / TIBCO ADMIN / MFT / BC / IBM MQ
* ITSM tool: Service Now
* SharePoint
* Database performance & SQL tuning experience is a plus
* Good technical troubleshooting and debugging skills.
Functional
* Strong understanding of payments, local clearing systems, H2H concept and applications, reporting.
* Strong understanding of stop list filtering, AML, social engineering etc.
* Working grasp of double posting accounting treatment.
* Understanding and experience in ITIL concepts.
* Possess good analytical skill and self‑motivated.
Behavioural
* Good team player with strong analytical, communication and interpersonal skills.
* Results and client oriented.
* Able to work independently with minimal supervision but with a keen sense to escalates timely and appropriately.
* Excellent people management and communication skills.
Qualifications
* University Degree in Computer Science or related disciplines.
* Good command of spoken and written English. Working command of spoken and written Mandarin is preferable. Working command of spoken Cantonese is an advantage.
Experience
* Strong experience in and preference for application production support.
* Strong technical background in web based applications support on JAVA/J2EE/TIBCO platform and/or COBOL platform.
* Extensive experience in supporting payments, local clearing applications and payment filtering and AML in APAC region.
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