AVP, L2 Production Support Engineering, Institutional Banking Group Technology, Group Technology

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Provide high-quality L2 production support for mission-critical Transaction Banking platforms covering Payments, Cash Management, Trade Finance, Securities, and Fiduciary Services.
• Lead the management and resolution of production incidents, ensuring minimal business disruption and adherence to service level commitments.
• Drive root cause analysis (RCA) and problem management initiatives, partnering with application, infrastructure, and platform teams to implement sustainable solutions and prevent recurrence.
• Proactively monitor system health, application performance, capacity, and service availability to identify risks and mitigate potential failures before customer impact.
• Lead major incident management activities, coordinating cross-functional teams and providing timely communications to business and technology stakeholders.
• Coordinate and execute disaster recovery (DR) exercises, business continuity activities, and resilience testing to ensure operational readiness.
• Drive operational excellence through automation, observability, proactive problem management, and adoption of Site Reliability Engineering (SRE) practices.
• Own and continuously improve service stability metrics, including availability, incident trends, recovery time, and operational risk indicators.
• Ensure compliance with organizational security standards, regulatory requirements, audit controls, and ITIL service management processes.
• Mentor junior engineers and contribute to the continuous improvement of support processes, operational standards, and team capabilities.

Requirements

• Degree in Computer Science, Information Technology, Engineering, or a related discipline, with at least 8 years of relevant experience in Production Support, Application Support, Site Reliability Engineering (SRE), or Platform Operations.
• Extensive experience supporting mission-critical banking applications within the financial services industry, preferably across Payments, Cash Management, Trade Finance, Custody, Securities, or Transaction Banking platforms.
• Strong technical expertise in Unix/Linux environments, SQL databases (Oracle, MariaDB), shell scripting, and application troubleshooting.
• Hands-on experience with middleware and messaging technologies such as MQ, WebSphere, or equivalent enterprise platforms.
• Experience working with enterprise observability and monitoring tools such as Geneos, Splunk, Grafana, AppDynamics, Dynatrace, or equivalent.
• Strong understanding of Incident Management, Problem Management, Change Management, and Production Governance processes.
• Hands-on experience with automation and DevOps tooling, including Python, Ansible, Jenkins, CI/CD pipelines, and infrastructure automation practices.
• Exposure to containerized and cloud-native platforms such as OpenShift and Kubernetes will be an advantage.
• Strong analytical, troubleshooting, and decision-making skills, with the ability to perform effectively under pressure in a fast-paced production environment.
• Excellent communication, stakeholder management, and collaboration skills, with experience working across regional and global teams.
• Willingness to participate in on-call support and major incident management activities supporting critical banking services.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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