Job
Description
Your key responsibilities Partner with, and influence, stakeholders globally from development, infrastructure and production on risk identification, remediation solutions, and managing change conflicts to build momentum in optimizing the processes, platforms across Production. Lead by example to drive a culture of proactive continual improvement into the Production environment through automation of manual work, monitoring improvements and platform hygiene. Develop a Continuous Service Improvement approach to resolve IT failings, drive efficiencies and remove repetition to streamline support activities, reduce risk, and improve system availability by understanding emerging trends and proactively addressing them. Carry out technical analysis of the Production platform to identify and remediate performance and resiliency issues. Ensure all the business queries are handled on priority within agreed SLA to ensure application stability. Manage SLO for Faster Resolution and Fewer Incident for the Production Application Stability Ability to support & drive the incident management, problem management adhering to ITIL and DB standard process. Responsible for day-to-day engineering support delivery task, using data and analytics, drive a reduction in technical debt across the production environment with development and infrastructure teams. Act as a Production Engineering role model to enhance the technical capability of the Production Support teams to create a future operating model embedded with engineering culture. Engage in the Software Development Lifecycle (SDLC) to enhance Production Standards and controls. Responsible for maintaining all support documents. Participate in all BCP and component failure tests based on the support documents. Understand flow of data through the application infrastructure. Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a support documents. Drive knowledge management across the supported applications and ensure full compliance. Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution. Your skills and experience Highly experienced with Production Application Support and ITIL Practices with Recent experience of applying technical solutions to improve the stability of production environments. Deep understanding of application Support and/or Development and complex IT infrastructure (UNIX, Database, Middleware, Cloud, MQ etc.) Strong knowledge of databases (Oracle/MSSQL etc.), including working experience of writing SQL scripts and queries Working experience on UNIX/Linux, Solaris, Java J2EE, Python, PowerShell scripts, Bash, Ansible, tools for automation (RPA, Workload, Batch) Exposure in Kaka, Kubernetes and microservices is added advantage. Experience in application performance monitoring tools Geneos, Splunk, Grafana & New Relic, Scheduling Tools (Control-M) Leadership and People Management experience Ability to self-manage a book of work and ensure clear transparency on progress with clear, timely, communication of issues. Excellent troubleshooting, problem-solving skills. Excellent communication skills, both written and verbal, with attention to detail. Ability to work in virtual teams and in matrix structures. Service Operations experience within a global operations context. 12+ yrs experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function. Global Transaction Banking Experience is a plus. Experience of run-book execution Experience of supporting complex application and infrastructure domains Ability to work in virtual teams and in matrix structures. Working knowledge of incident tracking tools (i.e., Remedy, Heat etc.) Nice to have: Cloud services: GCP Experience with automation solutions (Ansible, Jenkins/Groovy, Python, Java) Exposure on Payments domain fundamentals & SWIFTmessage types DevOps & CI/Agile oriented Skills That Will Help You Excel Self-motivated with excellent interpersonal, presentation, and communication skills. Able to think strategically with strong analytical and problem-solving skills. Able to handle multiple demands and priorities simultaneously, work under pressure, in an organized manner and with teams across multiple locations and time-zones Able to connect, manage and influence people from different backgrounds and cultures. A strong team player being part of a global team, communicating, managing, and cooperating closely on a global level while being able to take ownership and deliver independently.
