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 Engineering, Computer Science, or Information Technology
A proven track record of Production Support & SRE: A clear understanding of SRE protocols and methodologies
Familiar with observability, service level objective alerting, and telemetry collection using tools such as Grafana, Dynatrace, Prometheus, Datadog, Splunk, and others.
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.
Passion for learning new technologies and driving innovative solutions.
Experience with Kubernetes for container orchestration
Scripting languages: Perl, Python, Linux/UNIX shell
Database: Oracle, MS-SQL, PostgreSQL, no SQL DB (Casandra)
Telemetry & Application Performance monitoring tools such as: Splunk, AppDynamics, Dynatrace, Grafana, ITRS Geneos
Experience with cloud platforms (e.g. AWS, Google Cloud) is a plus.
Exposure to agile methodologies such as CI/CD, Jenkins, Application Resiliency, and Security
Prior experience in JAVA development and Python is a plus
Experience with continuous integration and continuous delivery tools like Jenkins, GitLab, or Terraform
Experience in technology disaster recovery planning and test execution.