- Act as the primary owner and single point of contact for all Level 3 (L3) support issues.
- Record, track, and manage support incidents and vendor tickets through resolution.
- Maintain and manage the offshore support roster, including shift planning and assignments.
- Ensure adequate coverage during holidays, weekends (when applicable), and critical business periods.
- Liaise with product vendors for escalations, defect reporting, patch management, and related matters.
- Collaborate with onshore development teams to resolve bugs, configuration issues, and data corrections.
- Lead root-cause analysis sessions and drive the closure of preventive and corrective actions.
- Deliver timely and accurate updates during high-severity incidents.
- Work with system owners to assess technical impact and establish recovery timelines.
- Review code for hotfixes, updates, and technical implementations to ensure quality and compliance.
- Validate change documentation, including impact analyses, release procedures, and test evidence.
- Prepare change requests, risk assessments, and rollback strategies.
- Represent changes (bug fixes, hotfixes, configuration updates) at Change Advisory Board (CAB) meetings.
- Coordinate production deployment schedules and communications across multiple teams.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- At least 8 years of application support experience, with 2-5 years in a senior or leadership-level L3 support role-preferably within the banking or financial sector.
- Professional certifications such as PMP, PRINCE2, or ITIL are highly advantageous.
- Solid knowledge of incident management, problem resolution, and production support processes.
- Strong analytical, problem-solving, and communication skills.
- Proficiency in Java development and SQL is required.
- Experience deploying and maintaining Java cloud-native applications in cloud environments is a plus.
- Familiarity with the Newgen BPM system is advantageous.
- Experience with container platforms such as Kubernetes or OpenShift is a plus.
- Understanding of key enterprise infrastructure concepts, including Load Balancers, Firewalls, API Gateways, High Availability, and Monitoring/Logging.
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973
