Production Support Engineer

• 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
• Serve as a liaison between local teams in China and global/regional system teams, including SRE and DevOps teams, to ensure seamless incident resolution and system alignment
• Coordinate with global teams to manage incidents affecting distributed banking systems, ensuring consistency in processes and standards
• 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
• 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
• 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
• Enhance support processes, tools, and documentation to improve operational efficiency and response times
• Collaborate with SRE and DevOps teams to integrate automation and resilience practices into production support workflows
• Ensure compliance with China's regulatory requirements (e.g., Cybersecurity Law, data localization) and global banking standards
• Work with security teams to protect sensitive financial data during incident resolution

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in IT production support
• Proven experience supporting complex banking applications in a global banking environment
• Experience in L1/L2 support and coordination with application teams/vendors
• Strong knowledge of Linux/Windows for system administration and troubleshooting
• Proficiency in Splunk, Nagios, Zabbix, or similar for real-time system monitoring
• Basic scripting skills in Bash, Python, or PowerShell for automating support tasks
• Familiarity with SQL (e.g., MySQL, Oracle) for querying and troubleshooting database issues
• Understanding of TCP/IP, DNS, and firewalls for diagnosing connectivity issues
• Experience with Jira, ServiceNow, or Remedy for tracking and resolving incidents
• Knowledge of banking applications and regulatory compliance in China
• Excellent verbal and written communication skills in English and Mandarin
• Strong problem-solving skills and the ability to perform under pressure during critical incidents
• Proactive mindset with a commitment to driving operational excellence and process improvement
• Willingness to participate in on-call rotations for critical incident support
• Ability to work across time zones to coordinate with global and regional teams
• Strong understanding of banking systems and compliance with local and global regulations

Advanced degrees or certifications (e.g., ITIL)

• Continuous professional development
• Flexible working
• Opportunities to grow within an inclusive and diverse environment