Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities 

The team actively monitors and manages the incidents and issues for the credit card and loan systems. The team works with the application support team to ensure performance and high-level of application availability by preventing incidents through proactive monitoring and incidents correlation as well as constantly establishing and tracking user experience metrics. The team is also responsible for communication with stakeholders and other technology command center.

* Manage incident and co-ordinate activities with other technology team for incident assignment and resolution, identify root cause and corrective and improvement action, and track improvement action until closure in compliance with the bank standards.

* Hand-on support for problem investigation and resolution for any system failure.

* Providing the status update in the incident call with Regional / HK Incident team.

* Manage vendors for production fix and resolution with release planning

* Work closely with product vendor for production release and system enhancement

* Ability to communicate effectively throughout the incident management with management, technical support staff, and other technologies incident team to ensure meaningful status updates are delivered in a timely and accurate manner.

* Support service quality deep dives for technology incidents, service disruptions caused by data transmissions failures, batch processing delays, erroneous code deployments, Continuity of Business failures etc.

* Providing management support in ensuring highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services

* Ability to communicate well and manage highly stressful situations over the phone. Demonstrate proven leadership qualities removing any ambiguity as to who is coordinating the incident resolution.

* Conduct monthly service review meeting to review major incident and ensure agreed Service Level Agreement (SLA) are met with various business stakeholder.

* Standby support after business hour on rotation basis.

Requirements 

* Education – Bachelors or higher degree in Computer Science or Information Technology

* Application support experience of 12 years, preferably from a banking industry

* Good understanding of ITIL Methodologies for Incident, Problem, Change and SRE

* Good Analytical and well versed in trend analysis

* Technical expertise on one or more of the following disciplines is preferable: Open Systems, Mainframe, Web/Application/Middleware services, IT Service Assurance or Application Development

* Good experience in Linux scripting, DB SQL and Java programming.

* Knowledge of chaos engineering, system capacity planning and architecture of open systems.

* Familiar with system monitoring tools, e.g. Grafana, AppDynamics, etc

* Experience with credit card system support is preferred.

* Basic Knowledge on cloud platform is preferable

* Excellent communication skills with English and Cantonese

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.