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- Provide 24 x 7 standby support for the production environment
- Monitor all alerts and take necessary actions
- Coordinate with various teams (internal and external) to raise support tickets and assist in production issues
- Change Management and Build/Code Release Deployment
- Incidents Escalation and Resolution
- Manage timeline for incidents and issues reported
- Manage response times for Sterling Commerce services to make sure it is within the agreed SLA
- Address any issues related to SLA breach due to environment or capacity
- Filter the request for compliance to be classified as an Incident
- Determine which component of the IT system is impacted
- Log and track the Incident record
- Resolve Incidents and, update the Workaround Register regarding any new Workarounds implemented
- Update the Incident record based on the investigation and resolution
- Escalate and Engage 3rd level support if necessary
- Ensure Production/DR server capacity meets in a healthy state and monitor system alerts
- Evaluate all changes introduced to the production environment and identify any operational or technical risk
- Highlight identified risks to management and track them until it is addressed
- Make sure all software and hardware are inventoried. Software upgrades are taken care of to address end-of-supports
- Environments are locked and only authorized personnel can make change
- Ensure environments have standardized configuration
- Ensure up-to-date back-ups are available for all environments
- Handle Change Management requests and ensure all signs are obtained for approval
- Build and Release – deployment will be on the weekend
- Handle package build requests and ensure system control version
- Manage internal releases in line with Bank's software release schedule
- Handle Customer Onboarding setup
- Ensure the DR environment is up-to-date with production
- Participate in DR Drills
- Ensure the system adheres to the Bank's DR Policy
- Prepare weekly and monthly reports on system health for management
- Experience in Unix/Linux environment
- With Bank working experience in Production Support or Application Support
- Product Knowledge – IBM Sterling Commerce (if any otherwise we will provide on-the-job training)
- Support Rotation as Primary and Secondary Role (will explain more once candidate identified for interview)
- Primary and Secondary will work from home on a rotation basis (subject to further notice if any policy changes)
- Probation – 3 months (we can impose termination of vendor contract if the candidate does not fulfil the role)
- Attractive Renumeration
- On the job training provided
Sterling Commerce Production Support - Kuala Lumpur, Malaysia - Hexamatics
Description
Welcome to Southeast Asia's best-in-class HR and business outsourcing service provider.
Giving SMEs the power to think, act and perform like world-class companies almost immediately.
Our HR platform and understanding of local markets will give you access to the best talent and processes across major markets in Southeast Asia.
Leverage our platform to accelerate your business, today.
The Role
Your responsibilities will include:
Job Specifications:
SLA Management
Support and Prepare RCA
Capacity Management
Risk Management
Environment Management
Change Management
DR/BCP
Reporting Requirements
Ideal Profile
Requirements:
What's on Offer?