Job Overview
Category
Computer Occupations
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Job Description
Responsibilities
Serves as the single point of ownership of L3 support issuesLog and track support issues and vendor ticketsMaintain offshore support roster, including shift assignmentsEnsure coverage during holidays, weekend (if applicable) and critical business periodsEngage with the product vendor for escalations, product defects, patches, etc.Coordinate with onshore dev teams for bug fixes, config issues, or data alterationsLead root cause analysis sessions and ensure closure of preventive action itemsProvide timely updates during high-severity incidentsCoordinate with system PIC for technical impact and recovery timelinesConduct code reviews for hotfixes, code changes, and technical implementationsValidate change artifacts (technical impact analysis, release procedure, test evidence)Prepare change requests, risks assessments and roll-back planRepresent changes (bug fixes, hotfixes, configuration changes) in change advisory board meetingsCoordinate scheduling and communications for production deployments across various teams Requirements
Bachelor’s degree in computer science or information technology, or a related fieldMinimum of 8 years in application support, with at least 2-5 years in a leadership or senior L3 role, preferably within a banking or financial institutionProfessional certifications such as PMP, PRINCE2, or ITIL are highly desirableExperience in managing and/or coordinating with offshore team is preferredStrong understanding of incident management, problem resolution and production support processStrong analytical, problem-solving, and good communication skillsHands-on experience in Java development and SQL is a mustHands-on experience in deploying, and maintaining Java cloud-native applications on cloud environment is a plusHands-on experience in Newgen BPM system is a plusHands-on experience using container platforms like Kubernetes, OpenShift, etc.
is a plusUnderstanding of basic enterprise infrastructure concepts such as Load Balancer, Firewall, API Gateway, High Availability, Monitoring & Logging, etc.Proactive and self-motivated
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SMBC Group is actively hiring for this AVP/VP, Service Delivery Lead - Application Support (JRI-5103) position
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