Associate, Application Support Engineer, Institutional Banking Group...

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Responsibilities:

  • 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.
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