Production Support Lead

Project description

Scaling the team to support ongoing business objectives and future growth.

Responsibilities

• Supervise current L1/L2 production support engagements, utilizing onsite/offshore resources in business hours and 24x7 shifts.
• Bring critical and quality-driven thinking to maintain high-quality standards.
• Establish a delivery and quality assurance framework with processes, best practices, and KPIs.
• Define a strategy for building tools and accelerators for improved support.
• Manage client communications, ensuring alignment with SLAs and service delivery.
• Select and coach profiles, fostering a mindset for critical systems support.
• Collaborate with technology and business teams to minimize stability issues.
• Ensure adherence to Incident, Change, and Problem Management protocols.
• Introduce best practices and conduct regular reviews and meetings.

SKILLS

Must have

• 8+ years in production treasury application support for banks.
• Experience with Murex Treasury platform (preferable) or other trading platforms (e.g., Calypso, Orchestrade, Finastra, FIS)
• Experience managing support teams across APAC, including team building and restructuring.
• Experience managing teams on 24x7 shifts.
• Proven leadership in defining processes and best practices.
• Strong background in Support Lead roles.
• L1 & L2 application technical and functional support experience.
• Proficiency in SQL, Pl/Sql, and system backups related to UNIX and Database.
• Excellent team collaboration, written and verbal communication skills.
• Effective stakeholder management.
• Flexibility for shifts and weekends.

Nice to have

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