-Monitor, troubleshoot, and resolve production incidents for local and global banking applications in a timely manner to minimize downtime.

-Provide L1 and L2 support, including initial triage, diagnostics, and resolution, and collaborate with application support teams and vendors for partial L3 support to address complex issues.

-Global and Regional Coordination:

-Act as the primary point of contact between local teams in region 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.

-Work closely with application support 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 internal IT/tech center staff and external vendors to manage service-level agreements (SLAs) and ensure effective incident resolution.

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

-Drive initiatives to reduce recurring incidents and improve system stability.

-Oversee monitoring systems (e.g., Splunk, AppD) to proactively detect issues and analyze performance metrics.

-Provide regular reports to senior management on system health, incident trends, and SLA adherence.

-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.

-Ensure compliance with region’s regulatory requirements (e.g., Cybersecurity Law, data localization) and global banking standards where applicable.

-Work with security teams to protect sensitive financial data during incident resolution where applicable.

-Manage and mentor a team of production support engineers, fostering a culture of collaboration, accountability, and technical excellence.

-Ensure team readiness for on-call support and efficient incident handling.

-Minimum of 8 years of experience in IT production support.

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

-Proven experience in automating CI/CD pipelines and implementing security practices in a financial services or banking environment.

-Experience supporting production support teams during incidents, with a focus on rapid resolution and root cause analysis.

-Familiarity with coordinating with global/regional SRE and DevOps teams in a distributed environment.

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