Senior Production Support Analyst

Job Title: Senior Production Support Analyst

Work Schedule: Shifting 7 am-4 pm / 2 pm - 10 pm

Work set up: Hybrid (3x / week onsite)

Location: Ortigas Pasig

Max Budget: 100K

Engagement Duration: One (1) year, subject for extension

Required years of relevant experience: 5 years

Start date: ASAP

About the Role:

Responsible for monitoring, maintaining, and troubleshooting production systems and applications. The role requires ensuring the smooth operation of critical business processes by quickly addressing issues, implementing solutions, and collaborating with various teams to improve system reliability and performance.

Key Responsibilities:

• The incumbent will be supporting MAS (Management Approval System) and Board Paper Library (BoardLib), which are both highly visible to VIP business users and integrated with core applications of the bank eOps/SovOps.

• MAS and BoardLib are both SharePoint-based, thus SharePoint online support is part of scope.

• Continuously monitor production systems and applications to ensure availability and performance.

• Identify and respond to incidents and alerts promptly, minimizing downtime and service disruptions.

• Provide L2 support to end-users after hand-off of AskIT L1 support.

• Perform root cause analysis for incidents and implement corrective actions to prevent recurrence.

• Diagnose and troubleshoot issues related to system performance, application errors, and data integrity.

• Provide timely support to end-users and stakeholders for reported issues and service requests.

• Work on shifting schedules to accommodate Resident Missions end-users outside of Manila time core hours (8am-

• 6pm).

• Work closely with development, infrastructure, and operations teams to resolve complex issues.

• Assist in the deployment and rollout of new releases, patches, and updates to production environments.

• Ensure that changes to production systems are well-documented, tested, and comply with change management policies.

• Participate in post-release testing and validation to ensure successful deployment.

• Maintain detailed documentation of incidents, troubleshooting steps, and resolutions for future reference.

• Provide reports on system performance, incident trends, and support activities for management.

• Update knowledge base articles to improve team efficiency and knowledge sharing.

• Collaborate with cross-functional teams, including development, QA, and infrastructure, to ensure smooth system operations.

• Communicate effectively with stakeholders regarding system status, incident updates, and resolution timelines.

• Escalate critical issues to senior management and follow up on escalated incidents until resolution.

• Identify opportunities for process improvements and automation to enhance system reliability and support efficiency.

• Participate in post-incident reviews and contribute to action plans for improving system stability and reducing downtime.

• Stay up to date with industry best practices and emerging technologies relevant to production support.

• Ensure all production systems and applications adhere to organizational security policies and compliance requirements.

• Participate in audits and security reviews, providing necessary documentation and support

CORE COMPETENCIES:

• Able to help and advise others based on their specialist area of knowledge and skill

• Uses technical knowledge and skills to complete complex work

• Uses technical knowledge and skills to improve work systems

• Works to meet the needs of clients according to policy

• Communicates often with clients and seeks to understand and anticipate their needs

• Works with clients to find ways to meet changing needs

• Finds ways to reduce the time and cost of completing work

• Monitors work and progress and makes improvements

• Works with others to overcome problems and find alternative ways to complete work when necessary

• Provides practical support and encouragement for team members

• Encourages all team members to work together

• Learns new skills and knowledge and applies them

• Continuously finds novel solutions to problems

Qualifications

• Bachelor of Science in Information Technology, Engineering or other related fields.

• At least 5 years of experience in production support, application support, or a related role.

• Proficiency in troubleshooting and root cause analysis, knowledge in SQL, PL/SQL, familiarity with database management, and experience with monitoring tools.

• Strong problem-solving abilities, excellent communication skills, ability to work under pressure, and effective time management.

• Relevant experience in providing ITSM using ITIL best practices.

• Preferably with experience in handling Microsoft SharePoint-based applications

• Proficiency in Datadog or other cloud-based monitoring tools for performance analysis.

• Must have experience with Azure DevOps (Boards, Test Plans, Repos/Git, Pipelines)

• Must have experience in Agile, e.g., Scrum or Kanban

• Certifications in Secure Coding, Scrum, or DevOps will be a plus

• Must have experience working in a team with five or more members.

• Must be able to relate to large information-based organizations and be comfortable dealing with senior executives from various cultures

• Must have excellent oral and written communication skills in English

• Strong problem-solving skills and attention to detail.

• Ability to work collaboratively with cross-functional teams.

• Excellent analytical and problem-solving abilities, with keen attention to detail and a commitment to high-quality outcomes.

Others:

• Must not be a job hopper who only works for less than a year per company

Pre - Screening questions:

1. What is your highest educational attainment?

2. How many years of experience do you have in product support and product application or a related role?

3. Last drawn salary

4. Salary expectation

5. Are you willing to work on a hybrid setup in Ortigas, Pasig, with a day shift or mid shift schedule?

6. Are your TOR and Diploma available on hand?

7. Notice period