· Monitor production systems, job flows, interfaces, and file transfers to ensure system health and timely business operations.
· Resolve operational problems within defined schedules and service level agreements.
· Analyse and troubleshoot root causes of system or job failures, escalating to L2/L3 teams as needed.
· Handle and follow up on escalated incidents and outstanding production issues promptly.
· Document all incidents, actions, and resolutions in the daily operational log and ticketing tools.
· Manage job calendars, scheduling, and restarts for timely process completion.
· Maintain user accounts, access rights, and perform password resets as per requests.
· Ensure daily handover of open incidents and operational tasks during shift changes.
· Participate in UAT, production cutovers, and customer onboarding support.
· Contribute to process documentation and provide operational knowledge transfer to new or backup staff.
· Recommend and support process improvements to enhance operational efficiency.
· Perform quality checks on files, interfaces, and incoming/outgoing production data.
· Ensure compliance with audit and data handling requirements for all activities.
· Support system monitoring including SFTP/FTP jobs, alerts, and scheduled reports.
Requirements
· Requests/Incidents response and resolution time within SLA
· Percentage of incidents resolved at L1 without escalation
· Uptime and availability of production systems
· Accuracy and completeness of daily operational logs and tickets
· Error-free completion of job schedules and file processing
· Compliance with audit, documentation, and process handover requirements
· Number of recurring or escalated incidents (trend reduction)
· Timely action on system alerts and file monitoring (within 1 hour)
Benefits