Manager/Lead

We are seeking an experienced professional to provide production support for our Digital Platform, including EDMS, BAW, and Digital Workers. The role involves managing L1 and L2 support for the EDMS application, ensuring smooth operation and timely resolution of issues. The ideal candidate will have strong technical expertise in WebLogic Web Server, Oracle databases, Java programming, and Unix/Linux environments. This position requires managing complex production support functions and the flexibility to provide support during off-business hours when necessary.

Key Responsibilities:
- Provide L1/L2 production support for the EDMS application, ensuring high availability and performance.
- Utilize in-depth knowledge of WebLogic Web Server, Oracle databases, Java code, and Unix/Linux commands to troubleshoot and resolve issues.
- Manage and lead a diverse team comprising onshore, offshore, and vendor resources responsible for the EDMS platform.
- Oversee incident management by directing the team to promptly raise alerts via phone calls, emails, and incident tickets to the appropriate process teams.
- Prepare and deliver periodic and ad-hoc status reports using Microsoft Excel, PowerPoint, and other tools, maintaining clear communication on production support and project progress.
- Liaise effectively with users, technical teams, and application technology groups (Corporate Tech, Retail Tech, Operations Tech) to facilitate data exchange and process coordination.
- Provide expert recommendations to support and enhance system initiatives, aligning projects with business objectives and serving as the highest internal escalation point.
- Ensure compliance with project delivery standards, including PMO, Quality Management System (QMS), risk, audit, and architecture guidelines.
- Collaborate within a multi-disciplinary team to meet the bank’s strategic goals and contribute to the annual technology roadmap with accurate financial estimates and reporting.
- Lead platform delivery efforts, ensuring alignment with industry roadmaps and business strategies to drive effective growth through strategic vendor partnerships.
- Assist project delivery teams in requirements validation and verifying correct functionality and resolution development.
- Interpret regulatory requirements and ensure business needs are met, focusing on regulatory controls, audit requirements, and risk management related to data security, system uptime, and incident prevention.
- Work closely with Product Owners and team members to identify, socialize, and deliver product enhancements.
- Promote continuous improvement in delivery operations by identifying opportunities to streamline processes, increase business value, and measure platform performance using relevant metrics.
- Advocate for the best technology frameworks and solutions, leveraging Agile engineering practices and machine learning software development to create innovative and efficient solutions that enhance user experience.
- Foster a collaborative environment through effective team engagement, reviews, and planning sessions.

Required Qualifications:
- 6 to 8 years of experience in application production support, with a strong background in managing complex production environments.
- Proven team management skills, capable of leading diverse teams across multiple locations.
- Proficient in English communication, both written and verbal, with the ability to interact effectively with business users and technical teams.
- Experience working closely with business users as part of Business-As-Usual (BAU) activities.
- Ability to identify and escalate application risks promptly.
- Experience coordinating patching activities and remediating vulnerabilities.
- Skilled in performing volume-metric analysis on application performance and raising timely alerts.
- Availability to provide on-call support in shifts to meet Service Level Agreements (SLAs).
- Strong analytical and problem-solving skills, with a positive attitude and excellent communication abilities.

This role offers the opportunity to lead a critical production support function within a dynamic digital platform environment. Candidates who demonstrate technical expertise, leadership capabilities, and a proactive approach to problem-solving will thrive in this position.