As a Technology Support III team member in Commercial & Investment Bank, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities:
- Providing business facing technology support to business and operations groups across the Asia Pacific region.
- Working within a follow-the-sun support model with global counterparts
- Managing production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology, and vendor partners
- Performing post incident analysis, identifying, tracking and implementing preventative measures
- Act as Subject Matter Expert (SME) for key applications, responsible for maintaining global best practice and hygiene standards.
- Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools.
- Act as a key contributor in the continued development of tools, frameworks & techniques to improve productivity and quality of the production support, adopting SRE principles to manage and support the environment.
- Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
Required qualifications, capabilities, and skills :
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
- Bachelor's degree in Engineering, Computer Science, or Information Technology
- A proven track record of Production Support & SRE: A clear understanding of SRE protocols and methodologies
- Familiar with observability, service level objective alerting, and telemetry collection using tools such as Grafana, Dynatrace, Prometheus, Datadog, Splunk, and others.
- Support Management skills: design and use monitoring dashboards for day-to-day support, generate service KPIs, report on service stability & performance and log monitoring.
- A proven track record of running Incident & Problem Management calls for business impacting outages, performing post incident analysis, identifying & implementing preventative measures and lessons learned following outages.
- Strong analytical and problem-solving skills.
- Able to drive issue resolution across different support teams.
- Experience in debugging, and maintaining applications in a large corporate environment with one or more modern programming languages and database querying languages
- Exposure to AI tools is a big plus.
Preferred qualifications, capabilities, and skills.
- Passion for learning new technologies and driving innovative solutions.
- Experience with Kubernetes for container orchestration
- Scripting languages: Perl, Python, Linux/UNIX shell
- Database: Oracle, MS-SQL, PostgreSQL, no SQL DB (Casandra)
- Telemetry & Application Performance monitoring tools such as: Splunk, AppDynamics, Dynatrace, Grafana, ITRS Geneos
- Experience with cloud platforms (e.g. AWS, Google Cloud) is a plus.
- Exposure to agile methodologies such as CI/CD, Jenkins, Application Resiliency, and Security
- Prior experience in JAVA development and Python is a plus
- Experience with continuous integration and continuous delivery tools like Jenkins, GitLab, or Terraform
- Experience in technology disaster recovery planning and test execution.