Responsibilities
- Own and Manage L3 Support Issues: Act as the single point of contact for L3 issues, logging, tracking, and escalating tickets, ensuring timely resolution and communication during high-severity incidents.
- Coordinate with Internal and External Teams: Liaise with vendors, onshore development teams, and system owners for escalations, bug fixes, data/config changes, and recovery planning.
- Lead Operational Planning and Support Roster: Maintain offshore support schedules, ensure holiday/weekend/critical period coverage, and manage shift assignments.
- Oversee Change and Release Management: Conduct code reviews, validate change artifacts, assess risks, and represent changes in CAB meetings.
- Drive Incident and Problem Management: Lead root cause analyses, ensure implementation of preventive actions, and coordinate cross-team deployments and communications.
Requirements
- Extensive Experience in Application Support: Minimum 8 years in application support with 2-5 years in a senior or leadership L3 role, ideally within banking or financial services.
- Technical Expertise: Experience with Java development, SQL, and deployment/maintenance of Java cloud-native applications familiarity with Newgen BPM, Kubernetes, OpenShift is a plus.
- Certifications and Methodologies: Professional certifications like PMP, PRINCE2, or ITIL are highly desirable solid understanding of incident management and production support processes.
- Infrastructure & Architecture Knowledge: Good understanding of enterprise infrastructure components such as Load Balancers, Firewalls, API Gateways, High Availability, Monitoring & Logging.
- Team Coordination & Leadership: Proven experience managing or coordinating with offshore teams proactive and self-motivated leader.
GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | VO UYEN AI LINH | Registration No: R22109232
