About the job

Duties & Responsibilities:

• Ensure adequate coverage and support 24x7 availability and escalations, maintain calm and analytical demeanor when faced with major incidents
• Manage regulatory reports for different stakeholders, define operational procedure for relevant data extraction methodology
• Provide leadership in problem investigation and implementation of appropriate corrective actions
• Manage customer satisfaction requirements of operational procedures and SLAs to achieve a suitable outcome for all stakeholders
• Provide technical oversight across systems and applications; leverage skills across multiple apps technical support areas
• Monitor the progress of projects to ensure that deadlines are met and quality standards are maintained
• Familiar with and able to guide team in all areas of IT Service Management, including change management, incident management, capacity management, problem management and business continuity management
• Coordinate & compliant with IT security and Infrastructure to build and maintain the platform
• Relevant supervisory control and risk awareness. Ability to produce, review and handle documents
• Improve productivity and SLA via process improvement, system enhancements and automation
• Liaise with Risk, Security, Compliance, Operations and Senior Management for all regulator-reportable incidents including regulatory report write up
• Document procedures, best practices and troubleshooting FAQs
• Shift duty, flexible to work across weekends/weeknights/holidays on an as-needed basis

Qualifications/Skills:

• University degree in computer science / engineering or equivalent field of study
• 7-10 years experience in Technology Service / Production Management with proven team manager role in a reputable bank or financial institution
• Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
• Ability to plan and organize workload
• In-depth technical background and experience in performing/managing L1/L2 application support
• Experience in supporting systems running on Linux, UNIX, Windows, and cloud platforms (e.g. AWS)
• Hands-on experience in SQL, shell scripts / python, job schedulers, monitoring and support tools
• Experience in process improvement and automation initiatives in production management projects
• Outstanding incident management, troubleshooting, analytical, and problem-solving abilities, along with ability to collaborate cross-functionally in a fast-paced and growing environment
• Knowledgeable in all phases of Software Development Life Cycle (SDLC)
• Candidates with ITIL certification will be an advantage
• Well-versed in current technological trends ideally in the area of cloud/container based microservices, cryptocurrency and blockchain technologies
• People oriented, driven, and highly skilled in managing various stakeholders with diverse interests
• Fluency and proficiency in written/spoken English and Chinese (Cantonese and Mandarin)