Digital Business Services (DBS)

Our GCIO organisation plays a critical role for the bank. This team partners with the businesses to build the platforms, systems, and products that our customers use every day. We keep people’s money and data safe, and are at the forefront of driving innovation for our businesses, customers, and colleagues.

We are currently seeking an experienced professional to join our team.

In this role, you will:

Incident Management:
•Monitor, troubleshoot, and resolve production incidents for local and global banking applications promptly to minimize downtime.
•Provide L1 and L2 support, including initial triage, diagnostics, and resolution, and collaborate with application teams and vendors to address complex issues.

Collaboration:
•Work closely with application teams to resolve escalated issues and implement fixes for production systems.
•Engage with the bank's operation resilience project team to align on initiatives for system robustness, disaster recovery, and regulatory compliance.
•Collaborate with internal IT/tech center staff and external vendors to manage service-level agreements (SLAs) and ensure effective incident resolution.

Problem Management:
•Participate in post-incident root cause analysis (RCA) and coordinate with problem management teams to identify and implement preventive measures.
•Support initiatives to reduce recurring incidents and improve system stability.

Monitoring and Reporting:
•Use monitoring systems (e.g., Splunk, AppDynamics) to proactively detect issues and analyze performance metrics.
•Provide regular reports on system health, incident trends, and SLA adherence.

Compliance and Security:
•Ensure compliance with China's regulatory requirements and global banking standards.
•Work with security teams to protect sensitive financial data during incident resolution.