service recovery lead.

You will oversee a production support team responsible for maintaining the performance and availability of crucial banking systems. In this role, you will be instrumental in minimizing downtime and enhancing the user experience through proactive leadership and technical expertise.

• Lead and manage a production support team, overseeing incident and problem management to ensure all issues are addressed promptly and effectively.

• Continuously monitor banking systems for anomalies and quickly resolve incidents to minimize business impact.
• Conduct root cause analysis for recurring issues, implementing permanent solutions and maintaining detailed documentation.
• Review, approve, and coordinate the implementation of system changes to prevent operational disruptions.
• Ensure service level agreements (SLAs) are met and generate regular reports on system performance.
• Guide and mentor junior support staff, coordinating team activities to ensure efficient operation.
• Identify opportunities to optimize support processes and system performance, driving continuous improvement.

• A degree in computer science/engineering or a related discipline.
• 12+ years of hands-on application support experience, with at least 6 years in the banking industry.
• Excellent interpersonal and communication skills, with the ability to interact effectively with all stakeholders.
• Strong analytical, problem-solving, and leadership skills.
• The ability to thrive in a fast-paced, team-oriented environment.
• Functional and technical knowledge of various banking domains such as retail, wholesale, and investment banking.

• Banking Systems Knowledge: Familiarity with Core Banking, Private Banking, Global Market Applications, and Data Warehousing systems. You should also have an understanding of payment systems like SWIFT, ACH, and RTGS.

• Database Management: Proficiency in SQL and experience with database management systems such as Oracle, SQL Server, or MySQL.
• Operating Systems: Strong knowledge of Unix/Linux and experience with Windows Server and AS400 environments.
• Monitoring Tools: Experience with Application Performance Monitoring tools like ITRS Geneos and infrastructure monitoring tools like Splunk.
• Good to have: An understanding of ITIL methodology , experience with C++ or scripting , and familiarity with cloud platforms like AWS, Azure, or Google Cloud.