Company:
Sopra Steria is a listed European tech leader specializes in Consulting, Digital Service, and Software. We have 50,000 employees worldwide located in different regions (Europe, North America and Asia), whereby Singapore is the HQ for APAC. EvaGroup Asia Pacific is part of Sopra Steria I2S APAC, in charge of Infrastructure, Cloud and Cybersecurity services.
For this position, we are looking for a Incident and Application Support Manager in Hong Kong to assist one of our client in the Financial/Banking industry.
This is an incident management (primarily) and application support (secondary) role. You will be working closely with the regional and global teams across business, product, project management and technology teams. The candidate will also be expected to contribute to projects based on the core production management work streams such as stability programs e.g. Automation, Application Resilience etc.
Incident Management:
- Be the initial point of contact for Incident Management queries and escalations.
- Lead Major Incidents, facilitate both technical and non-technical bridge calls.
- Co-ordinate with the teams involved in incident investigations and manage communications internally.
- Produce and manage post incident review.
- Chair the incident and problem review meetings and assigned action/task tickets to remediate problems.
- Post incident, update wiki to ensure known errors and workarounds are documented for the support team.
- Collaborate with development, infrastructure, DBA etc on incidents and problems where possible.
- Work closely with application support teams to improve incident management processes.
- Relationship Management, build partnership with key stake holders and global team.
- Engage actively with stakeholders including head of trading desk and technology managers.
- Work with counterparts globally and ensuring there is a common/collective approach to issues/problems.
- DR Drill – coordinate and participate annual DR events.
- Operate in a ‘follow the sun model’ to ensure issues are resolved globally.
Application Support:
- Drive platform improvement initiatives in monitoring, stability, resiliency and capacity for the systems across APAC.
- Drive an operational environment for front office business applications from daily operational tasks, ensuring a stable operating environment for the applications.
- Release management – being the gatekeepers for the production environment, ensuring all change is understood and scheduled appropriately.
- Morning and weekend checks – in conjunction with global teams ensuring system readiness for the start of day and start of week.
- Monitoring – use and continual improvement to the main monitoring tool.
Competencies Required:
- Basic knowledge of the IT (databases, hardware, applications, operating systems, firewalls etc).
- Demonstrable strong working knowledge of ITIL Service Management framework.
- Excellent interpersonal skills.
- Experience using tools: ServiceNow and Jira.
- Self-sufficient drive and ability to work round blockers in a sustainable manner.
- Good prioritization skills, with the ability to work in a fast paced environment.
- Excellent interpersonal and communication skills and excellent problem solving abilities.
- Prior experience in a Client Services / Production management’s role.
- Good time management and ability to prioritize work.
- Working knowledge of UNIX, Linux operating system.
- Proficient in SQL and Shell scripting.
- Experience with Perl/Shell scripting, Excel and VBA .
- Experience with managing platforms in Linux and Windows environment.
- Experience with monitoring tools Autosys, ITRS Geneos and Dynatrace.
- Experienced and understand Agile methodology.
Nice to have skills:
- Strong domain knowledge of APAC equities markets and prime brokerage business
- Experience with Java, Kafka, Python and Kubernetes
- Incident / Problem / Change management
Qualifications and Experiencep:
- University qualification with IT Major
- Minimum 5+ years working experience with incident management, problem management and application Support.
