Support 24x7 Critical Applications serving external customers/ partner in countries Singapore, China, Hong Kong, Indonesia, India, Taiwan
Responsible for ensuring system availability 24x7 meet regulatory requirement of 99.9% availability. Perform system recovery in the event of system incapacity or outages
Support Channels and Gateway systems for corporate customers. Will be SME for payment products and different API workflows for daily production operations
Must be familiar with Incident Management, Problem Management, Change Management practices and implement with least guidance
Ensure mandatory annual regulatory and compliance requirements are completed without any delays. Manage Audit and resiliency reviews
Ensure SOP documents are created, reviewed and updated regularly
Incident Management including investigation, recovery of the service, root cause analysis and follow-up to close corrective/ preventive actions
Responsible for strong change governance implementation. Review all the application changes before production deployment. Ensure detailed verification post production implementation
Ensure all the tickets are acknowledged and resolved as per the SLA.
Identify automation opportunities to reduce manual toil and risk of manual errors. Automate to Improve Incident detection time (MTTD) and system recovery time (MTTR)
Work with customers for PGP Keys and Certificate renewals
Ensure adherence to banking compliance and IT Security Standards
Coach the staff on technical domain, business domain, and DBS process related to change/ risk governance
Manage duty rotation, aligning to different country business hours to enable longer coverage of support to the business
Work with Product Business teams, Infrastructure teams, Application development teams and Group Communications during change implementation, incident recovery and post recovery activities
Other tasks as required by the Application Manager
Requirements
Bachelor's degree or Diploma in Information Technology, Computer Science, Business, or related field
2+ years of dedicated experience in a technology-focused environment, with exposure to either project delivery or production support
Able to perform 24x7 operational support including Weekends and public holidays when required
Expertise on Linux, MQ, HTTPS, Database, C:D, TWS, connectivity to Service layer
Must be hands-on with Linux and Database (MariaDB/ Oracle/ MS SQL Server)
Familiarity with software development methodologies (Agile Scrum/Kanban preferred, Waterfall), and an understanding of the project lifecycle
Strong analytical and problem-solving skills with the ability to break down complex problems into manageable components and identify dependencies
Excellent written and verbal communication skills, ability to articulate technical concepts to non-technical stakeholders
Ability to work effectively with technical and non-technical stakeholders
Proactive and able to work under pressure, strong problem-solving skills and positive can do attitude
Proficiency with JIRA, Confluence, or similar tools a plus
Proficiency with bank internal Change Management Tools is a plus (ITSM)
Technical aptitude to understand system integrations is preferred but not required
Knowledge of or experience in API or H2H integrations is a plus
