Core & Cards Support Engineer, L2 Support

Job Responsibilities :

• Provide application support to various business users.
• Attend to business queries and business requests promptly.
• Follow through the business requests to a proper closure.
• Work on timely resolution for reported incidents to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by the event monitoring tool.
• Perform root cause analysis to identify permanent solutions to prevent recurring incidents and minimize the impact of incidents that cannot be prevented.
• Ensure all incidents and problems are proactively managed – prioritizing numerous issues of varying severity and escalating issues as appropriate to necessary teams and management.
• Collaborate with the development team in identifying resolutions and transitioning releases into the production environment.
• Adopt standard Incident and Problem Management workflows and processes, including timely ticket, defect, and incident logging, as well as proper change management processes and quality issue / impact emails.
• Participate in DR / BCM activities or infrastructure-related upgrades.
• Responsible for capacity management. Monitor & analyze current performance and capacity data and forecast the capacity required by the applications ahead.
• Aside from day-to-day support duties, undertake other responsibilities such as management reporting & other centrally driven project initiatives as needed.

Job Requirements :

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