Support Engineer

WM APAC Investor Products & Core Tech team is responsible for developing and managing the core banking application for the WM APAC Private and Wealth Management business. There are several new and exciting projects that are going on and are in pipeline. WM APAC Core Support team is one of the high performing support teams in the organization. The team has worked hard over last few years to improve the production stability of the Core Banking system. We are now embarking on a journey to transform the team from the being a support team into a support engineering / SRE team. So that along with stability, the team would work to improve the reliability of the platform and to ensure the operational risk framework of the core banking system is robust. As a Core technology Support Engineer/SRE, you would work with the Change, Platform and Business teams to improve the reliability of systems, decrease the operational risk, improve productivity, and enhance end-user experience. RESPONSIBILITIES Work closely with stakeholders to understand the wealth management applications, business process, challenges, and limitations to manage the day-to-day operations and address the issue by collaborating with development leads To provide 2nd & 3rd level of Core Banking application support and work with L1/L2/L3 Support analysts from other system platforms and/or IT operations to support Core Banking applications Manage production incidents, ensure appropriate ownership and where necessary, solution and rollout interim/long term fixes or workaround to temporary mitigate or prevent a re-occurrence of the issue. Ensure coordination of department across line teams to manage production incidents, regardless it is major or minor in nature. Provide issue/incident related guidance, assistance, and coordination amongst inter and intra department teams and follow up on kind ensures resolution. Lead analysis of identified issues or problems which may require changes to procedures, standards, or systems. Ensure issues or problems are responded to, resolved, redirected, or escalated to next support levels. Provide day-to-day support to clients to ensure customer expectations are met and if not, exceeded. Provide point of escalation for minor / major incidents raised post after business hours Accountable for the quality, correctness, robustness, and performance of the delivered solutions to production. Provide on-call/on-site support on a rota basis and afterhours/weekend support as needed, covering application support and application change deployment Drive DevOps and SRE culture/practices within the team Contribute to functional and technical specifications for outstanding system bugs or require enhancements. Play key role in prioritization of changes and tracking the delivery Work with engineering/platform team to ensure adequate system design so that technology operations risks can be minimized, and that application data is appropriately structured, controlled and utilized within the business Review and enhance the existing monitoring framework for predictive monitoring and analytics Create framework to track application performance metrics and identify leading indicators for the production reliability & stability Partner with Risk & Control team to minimize/eliminate operational risks REQUIREMENTS 5+ years of working experience Knowledge on any of the core banking system in wealth management is required Managing application support teams and work closely with stakeholders to understand the wealth management applications, business process, challenges, and limitations to manage the day-to-day operations Technically competent to lead the SRE/Support teams to handle the production major incidents. Experience in Production tools development and integration is required. Ability collaborates with teams, onsite and offshore, in delivering the solution Good problem-solving skills Good presentation skills (in a meeting room and in remote meeting place)Fully comply with