Sterling Commerce Production Support - Kuala Lumpur, Malaysia - Hexamatics

    Hexamatics
    Hexamatics Kuala Lumpur, Malaysia

    1 week ago

    Default job background
    Full time
    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:

    • 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

    Job Specifications:

    SLA Management

    • 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

    Support and Prepare RCA

    • 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

    Capacity Management

    • Ensure Production/DR server capacity meets in a healthy state and monitor system alerts

    Risk Management

    • 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

    Environment Management

    • 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

    Change Management

    • 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

    DR/BCP

    • Ensure the DR environment is up-to-date with production
    • Participate in DR Drills
    • Ensure the system adheres to the Bank's DR Policy

    Reporting Requirements

    • Prepare weekly and monthly reports on system health for management

    Ideal Profile

    Requirements:

    • 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)

    What's on Offer?

    • Attractive Renumeration
    • On the job training provided