Technology Support III

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Commercial & Investment Bank, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities
- Providing business facing technology support to business and operations groups across the Asia Pacific region.
- Working within a follow-the-sun support model with global counterparts
- Managing production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology, and vendor partners
- Performing post incident analysis, identifying, tracking and implementing preventative measures
- Act as Subject Matter Expert (SME) for key applications, responsible for maintaining global best practice and hygiene standards.
- Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools.
- Act as a key contributor in the continued development of tools, frameworks & techniques to improve productivity and quality of the production support, adopting SRE principles to manage and support the environment.
- Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
- Bachelor's degree in Computer Science, Mathematics or a related field
- A proven track record of Production Support
- Support Management skills: design and use monitoring dashboards for day-to-day support, generate service KPIs, report on service stability & performance and log monitoring.
- A proven track record of running Incident & Problem Management calls for business impacting outages, performing post incident analysis, identifying & implementing preventative measures and lessons learned following outages.
- Strong analytical and problem-solving skills.
- Able to drive issue resolution across different support teams.
- Experience in debugging, and maintaining applications in a large corporate environment with one or more modern programming languages and database querying languages
- Exposure to AI tools is a big plus.
Preferred qualifications, capabilities, and skills
- Proven working experience in iSeries development and/or production support environment with strong knowledge of OS400, CL, RPG, ILE, MQ Series, SQL
- Strong analytical and problem solving skills
- Excellent written and verbal communication skills to confidently and clearly communicate at various levels
- Excellent communication skills in managing production incidents
- Good time management skills and the ability to schedule workload
- Ability to work under pressure and deliver on time
- Solid working experience in large Financial / Banking Applications
- Proactive, adaptive and independent with proven capability to lead a project initiative