Vice President, Production Support Manager

We are seeking a highly motivated candidate for the position of IT Production Support Manager within the Information Technology Department under the Asian Systems Office. The successful candidate will be part of a growing dynamic regional team that is in charge of IT development and support functions. This is a critical role within the team to maintain stable operations in the bank. You will be expected to play a lead role managing the production support team that supports the applications across APAC. Lead the production services function for APAC with a set of team members based onsite in Singapore and in our offshore location. Manage the processes for the daily monitoring of our systems to ensure health checks are done by the team and applications are up and running without disruption. Respond to error alerts to investigate if there are issues that would cause disruption of service and initiate the necessary actions to bring in the required parties to help with incident management and service recovery. Be involved in any incidents that impact our customers in the region for service restoration and recovery. Lead the engagement to troubleshoot the issue and drive resumption of services. Collaborate with the other application leads to ensure the due diligence is in place for any application changes going into production. This is to ensure there is the proper quality ensured for any changes deployed into production. Responsible for the continuous improvement of production estate management, including but not limited to change and management, event and incident management practices. Be responsible for the process followed for any changes that go into production to ensure all the hygiene requirements for good quality and control are in place. Drive initiatives around DevOps automation across the delivery pipeline, mainly for production to reduce the manual activity during implementation. Track periodically the service levels, response time, and resolution time of issues/requests from other parts of the bank to the production support team and find means to improve on it. Engage with the application teams to look at the root cause and remediation of issues to help come up with preventive measures for implementations going forward. Collaborate with the infrastructure and IT risk teams for all service governance and production quality assurance matters. Should be a hands-on person not shy to get into the details to help the team iron things out as required. Job Requirements: Min 12 years of IT work experience in the area of application development, production support putting together and leading teams based onsite OR remotely would be required. Experience working in related positions such as IT service management, application development, and implementation. Experience in implementing and using DevOps tools for the CI/CD pipeline with technical and practical understanding of applications deployed in a Linux/Unix and Windows environment. Experience in a banking environment leading a production support team. Able to organize this team to work on shifts, be on stand-by OR support production-related requests over the weekend based on the situation. Familiar with the rigor of processes and controls that apply in a secure production environment. Experience in cloud-based technologies would be an advantage. Primarily for banking applications deployed on the cloud in any of the APAC countries providing services to the bank users OR their customers. Has a good understanding of applications relating to the corporate banking domain for both internal users and external customers. Good understanding from an IT risk perspective in a production environment for threats and vulnerabilities that the bank could be exposed to if the required controls are not in place. Needs to have a basic understanding of risks and their implications in the banking industry pertaining to cyber-attacks, vulnerabilities, malicious code, etc. Excellent analytical, troubleshooting, and problem-solving skills. Strong verbal and written communication skills. Strong planning, organizational, and time management skills. Self-motivated, self-organizing, and possess drive, ability to be hands-on and a good team player. Experience in liaising with offshore teams, infrastructure teams, and other personnel for implementation of solutions. We regret to inform that only shortlisted applicants will be notified. #J-18808-Ljbffr