(Ref. 483/2020) Functional/Technical Applicacion/Production Support

Job description

Request, Incident and Problem Management

  • Act as first line of contact for end users to register their queries and concerns and provide Level1 and Level2 functional and technical resolutions.
  • Communicates with internal users and management over incidents and post-mortems.
  • Pro-actively monitor, manage and improve availability and performance of the production environments from presentation and application layers to middleware and databases.
  • Monitor all application components and in-out data with the help of provided tools and act proactively to prevent data issues, performance issues or application crash.
  • Ensures all support issues are correctly logged in the institution incident management system with relevant details (downtime, slowness etc.) and ownership of their resolution.
  • Diagnoses issues: establishes their root cause.
  • Initiates task force over critical incidents.
  • Liaises with upstream and downstream systems support teams as appropriate.

Application and Batch Monitoring and follow up

  • Monitor application state and input/output data correctness throughout the day, hand-over with follow the sun support teams.
  • Updates the relevant Production KPIs.
  • Monitor batches with the help of provided tools and act proactively on failed batches while being ensuring that the preventive actions were implemented to avoid the future failures.

  • Knowledge Management and Documentation
  • Owns team knowledge base on wiki for all in-scope applications.
  • Provides support to end-users on how to use the application.
  • Ensures regional support teams are trained as required for a follow-the-sun support model, in particular over new releases.
  • Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.

Continuous Service Level improvement

  • Contributes to capacity management of in-scope applications: proactively tracks trends in application behaviour, and alerts Application Production and Development teams of any potential risks in the future.
  • Ensures that all application support logs are fit for purpose, ie meaningful and actionable.
  • Actively seeks reduction of dependency on manual interventions by support staff, e.g leveraging enterprise batch scheduling and enterprise monitoring tools.

Maintenance and enhancements

  • Participates to release cycles for functional validation on staging/pre-production and production environments – in particular for logs.
  • Review release and coordinate around deployment/post release checks.
  • Communicates Release Notes to internal users and globally based client service desks.
  • Liaises with the IT development teams to ensure enhancements and bug fixes are prioritized, and completed as appropriate.
  • Ensuring the timely delivery of change in staging and production ecosystem as per the agreed schedule.
  • Participates to DRP and BCP exercises.
  • Coordinate with Infrastructure teams on events of patching & upgradation of servers to ensure the applications are stable & running after the infra work.


What do I need to bring?

Behavioral Skills

  • Ability to diagnose and troubleshoot technical issues
  • Enthusiastic to work in challenging environment.
  • Excellent problem-solving and communication skills
  • Ability to Collaborate /Team Work in multi-location distributed environment
  • Creativity & Innovation / Problem solving. Focus on Process Improvement

Transversal Skills:

  • Ability to understand, explain and support change
  • Analytical Ability
  • Ability to manage technical project
  • Ability to develop and adapt a process
  • Ability to develop and leverage networks
  • Ability to set up relevant production performance indicators.

Technical Skills


  • Prior experience of Production Support preferably in banking domain.
  • Excellent knowledge of Databases preferably Oracle.
  • Knowledge of Web technologies like preferably WebSphere,IIS, Web services.
  • Knowledge on Linux, Middleware and basics of XML.
  • Familiarity with Production tools like Geneos, Dynatrace, Service Now, Confluence, Univiewer, Autosys etc.
  • Good Knowledge on shell scripting.
  • Basic DOS Commands and Powershell/BAT Scripting.
  • Knowledge of File Transfer protocol and tools like - CFT,FTP,SFTP.
  • Understanding of application lifecycle.

Good to have

  • Beginner level understanding of Network.
  • Elementary knowledge on Siebel will be an added plus.
  • ITIL certification will be considered as asset.


  • Graduate in Computers/IT field with 3 to 6 years of experience.


  • Flexible in working on public holiday and weekends to deliver production changes and participate in Infra activity.
  • Available for on-call support

Spoken Language

  • English – Fluent
  • French – Good to have.

    What will be valued?

    • Professional certifications.

    What can Syone offer me?

    • Integration in an organization with profound and sustained growth and involvement in pioneering projects with innovative technological solutions;
    • Strong IT training plans;
    • Professional evolution with intervention in ambitious technological projects, both national and internationally.