AVP/VP, Service Delivery Lead

3 days ago

Singapore The Japan Research Institute, Limited (Singapore Branch) Full time

AVP/VP, Service Delivery Lead - Application Support (JRI-5103)
Join to apply for the
AVP/VP, Service Delivery Lead - Application Support (JRI-5103)
role at
The Japan Research Institute, Limited (Singapore Branch)
Serves as the single point of ownership of L3 support issues
Log and track support issues and vendor tickets
Maintain offshore support roster, including shift assignments
Ensure coverage during holidays, weekend (if applicable) and critical business periods
Engage with the product vendor for escalations, product defects, patches, etc.
Coordinate with onshore dev teams for bug fixes, config issues, or data alterations
Lead root cause analysis sessions and ensure closure of preventive action items
Provide timely updates during high-severity incidents
Coordinate with system PIC for technical impact and recovery timelines
Conduct code reviews for hotfixes, code changes, and technical implementations
Validate change artifacts (technical impact analysis, release procedure, test evidence)
Prepare change requests, risks assessments and roll-back plan
Represent changes (bug fixes, hotfixes, configuration changes) in change advisory board meetings
Coordinate scheduling and communications for production deployments across various teams
Requirements
Bachelor’s degree in computer science or information technology, or a related field
Minimum of 8 years in application support, with at least 2-5 years in a leadership or senior L3 role, preferably within a banking or financial institution
Professional certifications such as PMP, PRINCE2, or ITIL are highly desirable
Experience in managing and/or coordinating with offshore team is preferred
Strong understanding of incident management, problem resolution and production support process
Strong analytical, problem-solving, and good communication skills
Hands-on experience in Java development and SQL is a must
Hands-on experience in deploying, and maintaining Java cloud-native applications on cloud environment is a plus
Hands-on experience in Newgen BPM system is a plus
Hands-on experience using container platforms like Kubernetes, OpenShift, etc. is a plus
Understanding of basic enterprise infrastructure concepts such as Load Balancer, Firewall, API Gateway, High Availability, Monitoring & Logging, etc.
Proactive and self-motivated
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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