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Application Support is a technical leadership SME function within Run-the-Bank team and provides the delivery of Production Support services for relevant Private Banking applications for users in Asia Pacific. He/She has ultimate responsibility for production stability and continual service improvement
The candidate is required to articulate/interlock with key business users, manage 3rd Party vendors, internal developers and relevant business stakeholders in a professional manner. In addition, the candidate will support the team leader to perform proper RCA for PB Applications Front-to-Back. He/She is expected to ensure proper resolution of production incidents (problem management and incident management) assigned to his/her and ensure problems are closely tracked and resolved in timely manner. Besides problem and incident resolution, he/she is responsible for responding to queries from the business users promptly, providing support on business batches that run daily and supporting the development team with development of changes.
Responsible for all aspects of application support activities which includes day-to-day business-as-usual support, software upgrades, change management & deployment for application implementations.
Ensure application management services are delivered within agreed SLA and KPI.
Accountable for compliance, risk remediation and IT governance for applications and staff
Build up both functional and technical application support competency to Level 2 & 3 capabilities via a structured Knowledge Management framework that encompasses continuous training & supported by a robust knowledge base
Proactively strive for improvements in system availability and stability to achieve maximum uptime for the various application systems
Work with the Technology Architecture team to ensure the system design cater to operational considerations right from the start so that technology operational risks can be minimized and the application data is appropriately structured & controlled within the business units.
Work with Project and QA / Test managers to ensure effectiveness and comprehensiveness of the various testing cycles including SIT, UAT, Performance/Stress Testing & Regression Testing to minimize the introduction of defects into the production environment.
Degree in an IT related discipline
Knowledge of Private Banking with basic understanding of financial products, product lifecycle and front to back trade flow. FX product knowledge would be highly preferred.
Working knowledge on Trading platform (MarginMan, ULLINK, FINIQ,) and Order Management Systems.
Competent team and organizational skills; and able to work confidently and collaboratively across functional teams
ITIL v3 Foundation certification is strongly preferred
At least 10 years in Application Support and/or Production support environment. Ability to work under pressure, independently and systematic /analytical thinking are required.