Manager, Production Support & Incident Management

Job Summary

We are seeking a high-caliber Manager – Production Support & Incident Management to join our eMPF payment team, driving system stability, major incident management, and post-go-live operations. In this role, you will oversee end-to-end incident resolution for payment platforms (including DDA and DDI), lead JIRA ticket triage, perform historical data analysis for continuous improvement, and collaborate with cross-functional partners—including testing teams—to ensure high-quality software delivery and operational excellence.

Your Role

As a Manager, you will drive production support operations, incident response, and continuous quality assurance through the following duties:

- Production Support & Post Go-Live Stabilization: Support payment-related workflows (DDA/DDI), providing intensive post go-live monitoring, rapid issue resolution, and proactive support to minimize disruption for internal and external users.

- Incident & Problem Management: Oversee major incidents, critical escalations, and complex cross-functional issues; manage ticket intake, triage, assignment, and tracking via JIRA.

- Root-Cause Analysis & Prevention: Perform root-cause analysis on production incidents, collaborate with development and operations teams to implement timely fixes, execute remedial actions, and establish preventive measures.

- Data Analysis & Actionable Insights: Conduct in-depth analysis on historical incident data to identify operational trends, uncover process improvement opportunities, and deliver actionable reports to key stakeholders.

- Quality Assurance & Testing Support: Coordinate application development and testing teams during QA cycles to ensure solution quality, monitor testing progress, and deliver regular progress updates.

- Performance Monitoring & Escalation: Continuously monitor system performance and customer feedback, escalating critical matters and publishing comprehensive post-incident reports.

To Succeed in this Role:

To excel in this position, you must possess strong leadership abilities, deep domain expertise, and a robust background in major incident and problem management:

- Education: Bachelor’s degree in Business, Information System, or a related discipline.

- Industry Experience: Minimum 10 to 15 years of proven experience within Banking or Insurance; experience in MPF, ORSO, or Pension domains is a strong advantage.

- Technical & Process Expertise: Extensive knowledge and practical experience in Major Incident Management, Problem Management, Project Management, and JIRA administration.

- Domain Knowledge: Strong operational background in payment processing solutions, including Direct Debit Authorization (DDA) and Direct Debit Instruction (DDI) schemes.

- Analytical & Communication Skills: Exceptional analytical, problem-solving, and data analysis capabilities, paired with outstanding written and spoken communication skills to handle stakeholder escalations effectively.