Dexian Hiring! Full Time Production Support Specialist in Selangor - Ricebowl

MAIN PURPOSE OF THE JOB

The Production Support Analyst will serve as a critical operational resource providing Level 1 technical support across two distinct application ecosystems while ensuring optimal system performance, security, and user productivity.

Support production operations by resolving system issues, handling daily enquiries, system health checks, housekeeping and tracking / executing service desk requests. Work closely with vendor where application related support services are outsourced. Manage and monitor the production server capacity to ensure optimal server utilization and performance, monitor.

KEY ACCOUNTABILITIES

DXC Assure/Integral application support

Health check

• Perform daily health checks on applications and take corrective actions for problems encountered during health checks.
• Perform on-demand health check support during non-business hours.

Operations

• Perform housekeeping and maintenance activities to ensure the continuous running of the systems/applications based on SOP.
• Start/Stop applications and related components- Support
• Monitoring and alert of events and execute the necessary corrective actions.
• Monitor the usage of system resources and execute the required actions when pre-defined thresholds are met.
• Monitor backup status

Incident / Problem Management

• Trouble-shooting incidents based on SOP
• Perform incident ticket routing and escalation to Level 2 support if incidents cannot be resolved at Level 1

Service Request

• Standard and repeatable activities
• Data extractions
• User enquiries

ID and Access Administration

• Create, modify, and delete user IDs for applications upon receipt of approved service requests
• User password reset
• Unlocking user accounts
• Urgent user access revocation upon authorised AXA requests
• Manage user access rights to applications.

Production Support Analyst | Job Description

KEY STAKEHOLDERS

External

• All countries’ business users
• Marketing Department in product development initiatives
• Customer Services Division includes Underwriting, Policy Owner Services, Service Centre, Claims, Customer Retention, Customer Care Centre, etc.
• Central Services functions including Finance, Actuarial, etc.
• Sales-HR function in distribution related
• Distribution management
• Regional Office functions including Regional Marketing, Regional Finance, Regional Actuarial Services, Regional Program Office, etc.
• Regional Business Application Managers, Local Business Representatives, Local Program Office
• External service providers

Internal

• AXA AMS Governance Team in resources and procurement issues
• AXA AMS & AXA GO Service Delivery Team in IT service delivery issues and production system management issues
• Other application teams under AXA AMS Solution Delivery Team for cross-team application system development issues (local country IT teams)

EXPERIENCE AND QUALIFICATIONS

Qualification

• University degree in Computer Science or related fields.

Experience

• Minimum 3 years of experience in IT solution delivery, preferably in the insurance / financial services field.

Skills

• Basic knowledge of AWS EC2, S3, RDS, IAM, Docker, Git, Kubernetes, Jenkins, Terraform, Git, MS SQL server
• Basic knowledge of Java Spring Boot, Spring MVC, Webservices, Node JS, REST API, SQL server DB, Mongo DB, UI/UX (Angular 12+, Typescript, HTML5, CSS3, Bootstrap) Jasper Templates, Sisene tool, Data modelling, Data warehouse concepts, Jaspersoft studio, XML, and JSON parsing knowledge.
• working knowledge of DXC ASSURE suit of applications a. Integral/Life, b. Integral/pathfinder, c. Integral/Insights and d. Integral/product engine', e. Integral Smart framework, VPMS would be an added advantage.
• basic knowledge of AS/400, COBOL, CL programs and Query/400 is required. Experience with DXC’s POLISY, GROUP or other insurance application systems, guidewire claims center application & Fortra Batch Management software (Robot schedule and Robot replay) would be a definite advantage.
• Strong business acumen to facilitate delivery of sound business solutions.
• Good understanding of system development life cycle and quality assurance process.
• Strong analytical and problem-solving skills and experience.
• Good interpersonal skills, written and verbal communications skills in English.
• Ability to work independently and handle challenging deadlines.