- Provide Level 2 support and be able to understand the application architecture and interface.
- Monitor and promptly respond to incoming incidents and service requests related to Pega applications, demonstrating a deep understanding of Pega's architecture and components.
- Analyse issue raised by users or reported by monitoring system.
- Perform impact analysis and suggest workaround solution.
- Follow-up and follow-through with team on the resolution until issue is permanently fixed.
- Understand the job dependencies and recover the job if there is any job failure.
- Be able to define and implement job automation.
- Support regular OS/DB/application servers patching and simulation of DR scenarios.
- Be able to specify the monitoring requirement and observing system abnormality ahead of time to prevent issues from happening.
- Be able to conduct application capacity planning and perform performance tuning.
- Be able to perform regular application review according to the technology security standard and follow up with necessary action plan to close the non-compliance item.
- Keep stakeholders informed with timely updates on incident status and the progress of resolutions, ensuring clear and concise communication.
- Participate in rotational on-call schedules to deliver round-the-clock support coverage for Pega applications.
- Able to work independently and be self-motivated.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- Possess good knowledge on banking/insurance applications (preferably to have working experience on Pega platform-based application but not must).
- Possess working experience in support role with min. 3-4 years working experience in banking applications development.
- Proven track record in L1/L2 application support, incident management, and troubleshooting for Pega applications.
- Strong grasp of Pega's architecture, components, and associated technologies.
- Familiarity with ITIL framework and its application to Pega support processes.
- Exceptional communication skills, both written and verbal, to effectively engage with technical and non-technical stakeholders.
- Ability to work collaboratively in a fast-paced team setting.
- Relevant certifications such as Pega Certified System Architect (CSA) is a plus.
- Passion to learn new technology and deliver high quality deliverables in first go
- OS: Windows
- DB: Oracle, MS SQL, SSIS
- Program Language: Java, Shell scripting, Pega
- Middleware: WebLogic, WebSphere, JBOSS
- Tools: Control-M/AppDynamics/Nimsoft/any other monitoring tools
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false - Malaysia - Oversea-chinese Banking Corporation Limited
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