Senior Production Support Engineer

• Monitor, troubleshoot, and resolve production incidents for local and global banking applications
• Provide L1 and L2 support, including initial triage, diagnostics, and resolution
• Act as the primary point of contact between local teams in China and global/regional system teams
• Coordinate with global teams to manage incidents affecting distributed banking systems
• Work closely with application support teams to resolve escalated issues
• Engage with the bank's operation resilience project team
• Collaborate with internal IT/tech center staff and external vendors
• Lead post-incident root cause analysis (RCA)
• Drive initiatives to reduce recurring incidents and improve system stability
• Oversee monitoring systems to proactively detect issues
• Provide regular reports to senior management on system health
• Enhance support processes, tools, and documentation
• Ensure compliance with China's regulatory requirements and global banking standards
• Manage and mentor a team of production support engineers

• 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
• Willingness to participate in on-call rotations for critical incident support
• Ability to work across time zones to coordinate with global and regional teams

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

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