Assistant 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
• Collaborate with application teams and vendors to address complex issues
• 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)
• Participate in post-incident root cause analysis (RCA) and coordinate with problem management teams
• 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
• Ensure compliance with China's regulatory requirements 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 3 years of experience in IT production support
• Experience supporting complex banking applications in a global banking environment
• Experience in L1/L2 support and coordination with application teams/vendors
• Knowledge of Linux/Windows for system administration and troubleshooting
• Familiarity with 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
• Familiarity with Jira, ServiceNow, or Remedy for tracking and resolving incidents
• Good verbal and written communication skills in English and Mandarin
• Problem-solving skills and a proactive approach to task management
• Willingness to participate in on-call rotations for critical incident support
• Ability to work across time zones to coordinate with global and regional teams
• 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