VP, Senior Production Support Engineer, Cash Management & Trade, GTO
To provide leadership for application support management functions of strategic, cross-functional or regional applications to provide a stable a production environment to business.
To provide leadership in bringing efficiencies with continuous service improvement plan by usage of proper tools and process.
Being able to partner with Technology and Business stake holders to derive and drive strategic actions in providing a stable production environment to meet organization goal as a team. Key Responsibilities
Manage production defect changes and work closely with Development teams to provide strong governance for control for the applications in scope
Manage Vendor for prioritization of issues, continuous service improvement, process improvement, cost management and audit issues. Conduct Monthly service review track SLAs adherence from vendors. Manage a workload which is subject to changing priorities and demands
Drive the change in culture to ensure Production Support best practices is implemented while ensure partnerships with developers and business partners are strengthened.
Act as a facilitator and coordinate between various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages
Work across multiple application management areas and support teams to ensure high level of support service.
Evaluate Subordinates' performance and make decisions on hiring and other personnel actions.
Ensures essential process / procedures are followed and contribute to defining standards.
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed environment to drive problem resolution and service levels.
Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
Follow thru to ensure each problem is resolved according to SLA.
Must have :-
Minimum 10-12 years of experience working in IT industry with 8-10 years of experience in Technology solutions or support service delivery for banking industry, domain knowledge in Payment and Trade is preferred
Prior experience in large scale enterprise application development, capacity planning, optimization, re-engineering, and performance fine tuning and cost optimization
Demonstrate accountability, leadership, independent initiatives and willingness to lead.
Strong team player with management skills. Flexible and being able to manage time effectively.
Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.
Experience in leading staff in a Production Support group in a high availability / mission critical environment.
Experience in managing communications across business and technology stakeholders at varying levels across a medium to large scale enterprise.
Solid understanding of ITIL methodology
Essential Technical Skill :-
5-8 years’ experience with AS400 (COBOL, RPG, CLP etc). MQ and connect-direct
Experience writing SQL scripts, database queries, generating capacity and performance reports
Solid understanding of resiliency and redundancy designs
Interfaces and Messaging systems
Personal Skill :-
Ability to work in a team environment
Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Excellent communication and interpersonal skills with the ability to communicate well at all levels
Efficiently and effectively manages work, time, and resources
Applied knowledge of standard development methodologies
Ability to handle high stress and pressure situations
Strong problem solving and program execution skills while being process orientated
Self-motivating and delivery focused individual
Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues
Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner
United Overseas Bank Ltd (UOB)