Senior Analyst, AMU ATS (Pega) - Application and Technology Services (ATS)

  • Competitive
  • Singapore
  • Permanent, Full time
  • Bank of Singapore
  • 25 Mar 19

Senior Analyst, AMU ATS (Pega) - Application and Technology Services (ATS)

At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today!

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Job Summary
Senior analyst, Application Support is a technical leadership SME function within Run-the-Bank team and provides the delivery of Production Support services for relevant Private Banking applications for users in Asia Pacific. He/She has ultimate responsibility for production stability and continual service improvement for our Pega application
Senior analyst, Application Services is responsible for analyzing, managing and responding to queries from the user community, resolving the production incidents, providing oversight on business batches that run daily and supporting the development team with development of changes. Senior analyst will work with in a team that has ultimate responsibility for production stability and continual service improvement.
The candidate is required to articulate/interlock with key business users, manage 3rd Party vendors, internal developers and relevant business stakeholders in a professional manner. In addition, the candidate will support the team leader to perform proper RCA for PB Applications Front-to-Back. He/She is expected to ensure proper resolution of production incidents (problem management and incident management) assigned to his/her and ensure problems are closely tracked and resolved in timely manner. Besides problem and incident resolution, he/she is responsible for responding to queries from the business users promptly, providing support on business batches that run daily and supporting the development team with development of chan ges.
The position entails driving and embracing the best practices of Application Support, while playing the crucial function in spearheading technical impact analysis, root cause analysis and problem resolution, for our Private Banking application .
Responsibilities

  • Provide support to front or back office operations business process and systems.
  • Possesses a good understanding in front to back flows and prior experience in working closely with stakeholders in the Front Office (Dealers, Client Advisors etc.) as well as Back Office (Operations etc.)
  • Work with internal teams on resolutions to production incidents. Resolve the application specific and related processes (functional) issues, production incidents with a focus on Problem Management techniques in order to establish root cause. Make recommendations for permanent resolution of recurring incidents.
  • Contribute to functional and technical specifications for outstanding system bugs or require enhancements. Play key role in prioritization of changes and tracking the delivery.
  • Undertake testing of all application bug fixes and enhancements as part of the release management process.
  • Provide on-call/on-site support on a rota basis and afterhours/weekend support as needed, covering application support and application change deployment.
  • Prepare application training materials and provide training where necessary. Provide cross training to other members of the Application Support team.
  • Work with Technology Architecture team to ensure through adequate system design that Technology operations risks can be minimized and that application data is appropriately structured, controlled and utilized within the business.
  • Provide and demonstrate technical leadership to junior team member


Qualifications
Requirements
  • Pega Certified
  • Degree in an IT related discipline
  • Preferred Languages: PEGA, MS Dynamics, C/C++, Java, Visual Basic. Net, ASP.Net , HTML
  • Databases: mySQL, MS Access, Sybase, MSSQL, Oracle
  • ITIL v3 Foundation certification is strongly preferred.
  • At least 10 years in Application Support and/or Production support environment. Demonstrate potential of team leadership capacity. Ability to work under pressure , independently and systematic /analytical thinking are required.
  • Financial technology background experience (Private Banking and/or Investment Banking preferred) with strong development experience including past software development role as well as previous experience in the integration of vendor solutions
  • Hands-on experience as Production/Application support specialist for Pega.
  • Track record in incident review, root cause analysis and experience in the use of root cause analysis and problem solving techniques and tools.
  • Collaborate with other team to ensure that problem issues are resolved and closed (within SLA) with proper problem analysis, fixing, testing and releases of fixes
  • Assume ownership in tracking and resolving tickets assigned.
  • Monitor the service levels provided by vendors/3rd level for maintenance work and to ensure that service tickets are tracked.
  • Ensure continuous availability of production systems supported to users 24x7 hours.
  • Communication and handling of users' issues and escalation