The role holder is responsible for supporting Asia markets on production support for apps owned by local and service management as well. The individual will engage with local and regional IT teams, business stakeholders, and 3rd party vendor to ensure timely supporting, compliance with internal policies and external regulations, and continuous improvement of control frameworks.

Incident Management:

• Monitor, troubleshoot, and resolve production incidents for local and global banking applications promptly to minimize downtime.

• Provide L1 and L2 support, including initial triage, diagnostics, and resolution, and collaborate with application teams and vendors to address complex issues.

Global and Regional Coordination:

• Serve as a liaison between local teams in local and global/regional system teams, including SRE and DevOps teams, to ensure seamless incident resolution and system alignment.

• Coordinate with global teams to manage incidents affecting distributed banking systems, ensuring consistency in processes and standards.

Collaboration:

• Work closely with application teams to resolve escalated issues and implement fixes for production systems.

• Engage with the bank's operation resilience project team to align on initiatives for system robustness, disaster recovery, and regulatory compliance.

• Collaborate with Local IT/tech center staff and external vendors to manage service-level agreements (SLAs) and ensure effective incident resolution.

Problem Management:

• Participate in post-incident root cause analysis (RCA) and coordinate with problem management teams to identify and implement preventive measures.

• Support initiatives to reduce recurring incidents and improve system stability.

Monitoring and Reporting:

• Use monitoring systems (e.g., Splunk, AppDynamics) to proactively detect issues and analyze performance metrics.

• Provide regular reports on system health, incident trends, and SLA adherence.

Process Improvement:

• Enhance support processes, tools, and documentation to improve operational efficiency and response times.

• Collaborate with SRE and DevOps teams to integrate automation and resilience practices into production support workflows.

Compliance and Security:

• Ensure compliance with China's regulatory requirements (e.g., Cybersecurity Law, data localization) and global banking standards.

• Work with security teams to protect sensitive data during incident resolution.

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

• Education:

Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or certifications (e.g., ITIL) are a plus.

• Experience:

Minimum of 5 years of experience in IT production support.

Proven experience supporting complex banking applications in a global banking environment.

Experience in L1/L2 support and coordination with application teams/vendors.

• Technical Skills:

Systems: Strong knowledge of Linux/Windows for system administration and troubleshooting.

Monitoring Tools: Proficiency in Splunk, Nagios, Zabbix, or similar for real-time system monitoring.

Scripting: Basic scripting skills in Bash, Python, or PowerShell for automating support tasks.

Database: Familiarity with SQL (e.g., MySQL, Oracle) for querying and troubleshooting database issues.

Networking: Understanding of TCP/IP, DNS, and firewalls for diagnosing connectivity issues.

Incident Management: Experience with Jira, ServiceNow, or Remedy for tracking and resolving incidents.

Banking Systems: Knowledge of banking applications and regulatory compliance in China.

• Communication Skills:

Excellent verbal and written communication skills in English and Mandarin to engage with local teams, global/regional SRE and DevOps teams, vendors, and the operation resilience project team.

Ability to communicate technical issues clearly to non-technical stakeholders, including bank operations and compliance teams.

• Soft Skills:

Strong problem-solving skills and the ability to perform under pressure during critical incidents.

Proactive mindset with a commitment to driving operational excellence and process improvement.

• Additional Requirements:

Willingness to participate in on-call rotations for critical incident support.

Ability to work across time zones to coordinate with global and regional teams.

Strong understanding of banking systems and compliance with local and global regulations.