Production Support Analyst

Role description

Key Responsibilities

1. Applications Supported

2. 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.

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

4. Monitoring & Incident Management

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

6. Identify and respond to incidents and s promptly, minimizing downtime and service disruptions.
7. Provide L2 support to end-users after hand-off of AskIT L1 support.

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

9. Troubleshooting & Problem Resolution

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

11. Provide timely support to end-users and stakeholders for reported issues and service requests.
12. Work on shifting schedules to accommodate Resident Missions end-users outside of Manila time core hours (8am-6pm).

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

14. Change & Release Management

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

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

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

18. Documentation & Reporting

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

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

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

22. Collaboration & Communication

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

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

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

26. Continuous Improvement

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

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

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

30. Compliance & Security

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

32. Participate in audits and security reviews, providing necessary documentation and support

CORE COMPETENCIES

Technical Knowledge and Skills

• Able to help and advice 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

Client Orientation

• Works to meet the needs of clients according to it's policy.
• Communicates often with clients and seeks to understand and anticipate their needs
• Works with clients to find ways to meet changing needs

Achieving Results

• 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

Working Together

• Provides practical support and encouragement for team members
• Encourages all team members to work together

Learning and Knowledge Sharing

• Learns new skills and knowledge and applies them
• Continuously finds novel solutions to problems

Skills

EDUCATION REQUIREMENTS

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

RELEVANT EXPERIENCE AND TECHNICAL SKILLS REQUIREMENTS

• Suitability to undertake the responsibilities mentioned above at the required level
• 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.

About RCG Global Services

At Myridius, we transform the way businesses operate. Formerly known as RCG Global Services, our more than 50 years of expertise now drive a new vision—propelling organizations through the rapidly evolving landscapes of technology and business. We offer tailored solutions in AI, data analytics, digital engineering, and cloud innovation, addressing the unique challenges each industry faces. Our integration of cutting-edge technology with deep domain knowledge enables businesses to seize new opportunities, drive significant growth, and maintain a competitive edge in the global market. Our commitment is not just to meet expectations but to exceed them, ensuring measurable impact and fostering sustainable innovation. The success of Myridius is directly tied to the breakthroughs achieved by our clients. Together, we co-create solutions that not only solve today's challenges but also anticipate future trends. At Myridius, we go beyond typical service delivery. We craft transformative outcomes that help businesses not just adapt, but thrive in a world of continuous change. Discover how Myridius can elevate your business to new heights of innovation. Visit us at and start leading the change.