Production Support

Role overview

RiDiK, a subsidiary of CLPS (Nasdaq: CLPS), is hiring a Production Support professional in Singapore for an onsite contract role. The position focuses on keeping business applications stable, responding to live incidents, and coordinating fixes and releases with the wider technology team.

Key responsibilities

• Deliver round-the-clock production support across onsite and offsite coverage windows.
• Analyze production incidents, assess how serious each defect is, and suggest practical workarounds where possible so operations can continue.
• Respond to users promptly and handle their queries in a timely manner.
• Record incident tickets for production problems and user requests.
• Prepare and pass along the required details to L3 support so deeper investigation and remediation can proceed.
• Rank defects by priority and coordinate production release planning according to defect severity or the quarterly release schedule.
• Track incidents and defects through to closure while meeting the required incident-closure KPI.
• Share lessons learned from production defects with QA and development teams to help improve product quality and reduce repeat issues.
• Maintain application uptime in line with the agreed service-level commitments.
• Support end-of-day batch processing.
• Participate in annual disaster recovery exercises for the supported applications.
• Assist system engineers with server-level patching and upgrades when required.
• Ensure proper knowledge transfer from project and development teams before enhancement releases go live.
• Keep application documentation current after each production release.

Experience required

The role calls for 10 years of experience in the IT industry in development or production support, including at least 5 years of relevant experience in the banking or financial services sector.

Additional information

This is a contract position based onsite in Singapore. The role is intended for someone who can manage live support responsibilities for business-critical applications and coordinate closely with support, QA, development, and infrastructure teams.