L3 Production Support

Roles & Responsibilities

Job Summary

We are seeking a L3 Production Support Lead to oversee governance, service delivery, and operational excellence for our client engagements. Based in Singapore and aligned with Paris working hours, the Service Lead will ensure that SLAs are respected, ITIL processes are followed, and the overall quality of service is maintained at the highest standard. The ideal candidate should have strong leadership, technical expertise across infrastructure and applications, and the ability to drive continuous improvement while managing crisis situations effectively.

Job Responsibilities

Service Operations & Governance

• Ensure all run activities are executed in compliance with ITIL processes (incident, change, problem management).
• Monitor SLA adherence for incidents, changes, and requests.
• Ensure appropriate response and escalation management during major incidents.
• Coordinate with cross-functional teams (Applications, Infrastructure, Network, Build, etc.).
• Prepare and present Post Service Summaries (PSS) for major incidents or improvement initiatives.

Escalation & Team Support

• Handle escalations from Level 3 Production Engineers (incident, request, change).
• Escalate issues to management when required.
• Ensure knowledge sharing across the team through field sessions and documentation.

Continuous Improvement & Innovation

• Promote and drive a culture of continuous improvement within the team.
• Encourage and allocate time for improvement initiatives.
• Identify opportunities for automation and innovation in service delivery.

Knowledge & Training

• Manage knowledge in coordination with teams in Paris and London.
• Train Production Engineers on transferred activities and application production support.
• Proactively organize training, documentation, and knowledge-sharing sessions with third-party teams.
• Ensure knowledge databases are regularly updated.

Operational Excellence & Coordination

• Drive preparation and execution of complex operations (DRP tests, WIP, major releases, etc.).
• Act as a global coordinator during major events, incidents, or DRP/WIP activities.
• Review and monitor major release roadmaps and ensure post-checks are performed and documented.
• Quality & Reporting (Delegation from Service Manager)
• Monitor and control quality of run activities for all applications under the business line.
• Track and report recurring incidents, SLA adherence, and overall service quality.
• Ensure high-quality documentation and reporting standards.
• Provide continuous feedback and propose initiatives for improving team efficiency and skills.

Legal & Compliance

• Ensure compliance with all legal, regulatory, and internal policies, including financial security, fraud prevention, and anti-money laundering requirements.
• Complete all mandatory compliance and regulatory training.

Job Requirements

Soft Skills

• Strong leadership and multitasking capabilities.
• Excellent verbal and written communication skills in an international context.
• Client-oriented with strong stakeholder relationship management.
• Ability to coordinate and make decisions under pressure, especially during crisis situations.
• Strong interpersonal skills to work with technical and functional teams, as well as senior management.
• Experience & Technical Skills
• 4–6 years of hands-on experience in Infrastructure or Application support (mandatory).
• Solid understanding of IT ecosystems and operations within Capital Markets and Corporate Banking (Front to Back office applications).
• Knowledge of transversal technologies such as SAN, Unix, Windows, Network, DBA, Scheduler, MQ, and Ctrl-M.
• Strong technical background with the ability to assess impact and interdependencies across applications and infrastructure.
• Working Hours & Flexibility
• Based in Singapore, aligned with Paris working hours (2 PM – 11 PM SGT).

Next Step:

If interested, you can click on "Apply here" or write an e-mail to dimple.jain@adecco.com with your updated resume.

NOTE: - Only shortlisted candidates will be contacted back.

Dimple Jain

EA LIcence No.91C2918

Personnel Registration No. R22107270

Tell employers what skills you have

Operational Excellence
Interpersonal Skills
Escalation Management
WIP
Unix
Soft Skills
Production Support
Problem Management
Application Support
Pressure
Windows
Banking
ITIL
Databases
Service Delivery

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