Responsibilities
- Operational Management
- Oversee all day-to-day RUN activities in line with bank’s processes.
- Ensure SLA compliance for changes, incidents, and service requests.
- Guarantee appropriate responses to incidents based on severity and escalation protocols.
- Enforce full adherence to ITIL practices for change, incident, and problem management.
- Escalation Handling
- Manage escalations from Level 3 Production Engineers across incidents, requests, and changes.
- Escalate critical matters to management when necessary.
- Confirm knowledge sharing within the team and conduct field sessions.
- Coordinate effectively with Application Support, Infrastructure, Network, and Build teams.
- Prepare and lead Post-Service Sessions (PSS) following major incidents or identified improvements.
- Service Improvement & Innovation
- Drive continuous enhancement of services delivered by Level 2 and Level 3 Production Engineers.
- Champion a culture of improvement and act as a role model for innovation.
- Allocate dedicated time for the team to pursue ongoing improvements.
- Promote automation and innovative approaches to optimize delivery.
- Knowledge Management
- Train Production Engineers on activities transferred to the business line and ensure smooth handovers.
- Engage external or third-party teams to deliver training, documentation, and sharing sessions to the team.
- Maintain and regularly update the Knowledge Database.
- Leadership in Complex Operations
- Lead the preparation and execution of critical activities such as DRP tests, work-in-progress tasks, and major incidents.
- Serve as the global coordinator during DRP, WIP, and other significant events.
- Review major release roadmaps with the team to ensure readiness.
- Ensure post-implementation checks are completed, documented, and reported.
- Delegated Responsibilities from the Service Manager
- Monitor and control the quality of RUN activities for all applications within the business line.
- Track recurring incidents and ensure SLA compliance.
- Produce high-quality reports and documentation.
- Serve as a role model for continuous improvement and proactive service enhancement.
- Recommend initiatives to improve Level 2 Production Engineers’ efficiency and upskilling.
- Align with priorities and objectives set by the Service Manager and provide regular feedback.
Qualifications
- 4–6 years of hands-on experience in Infrastructure or Application Support.
- Solid understanding of IT ecosystems and operations within Capital Markets and Corporate Banking, including front-to-back application flows.
- Familiarity with cross-functional technologies such as SAN, Unix, Windows, Networks, DBA, job schedulers, MQ, and Control-M.
- Ability to quickly assess technological or application impacts and interdependencies.
Working Hours & Shift Pattern
- Shifted hours (approximately 2 pm – 11 pm Singapore time)
- Expected to coordinate major events (e.g., DRP tests) on site during occasional weekends.
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R
This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).
e2i is the empowering network for workers and employers seeking employment and employability solutions.
e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions.
e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.
By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltd’s PDPA and e2i’s PDPA.
#J-18808-Ljbffr