About this role
<p>The Japan Research Institute (JRI) Limited is a subsidiary of Sumitomo Mitsui Banking Corporation (SMBC) Group. SMBC Group is a Tokyo-based bank holding company that is ranked among the largest 25 banks globally by assets under management. JRI provides comprehensive, highly value-added information services through the coordinated application of its 3 functions. i.e. information systems, consulting and think-tank. As a system integrator, JRI offers services in IT strategy planning, implementation and outsourcing to a broad range of industries and activities. JRI Singapore currently supports the overall IT functions of Sumitomo Mitsui Banking Corporation (SMBC) in Asia Pacific Region.</p> <p><strong>Responsibilities</strong></p> <ul> <li>Serves as the single point of ownership of L3 support issues</li> <li>Log and track support issues and vendor tickets</li> <li>Maintain offshore support roster, including shift assignments</li> <li>Ensure coverage during holidays, weekend (if applicable) and critical business periods</li> <li>Engage with the product vendor for escalations, product defects, patches, etc.</li> <li>Coordinate with onshore dev teams for bug fixes, config issues, or data alterations</li> <li>Lead root cause analysis sessions and ensure closure of preventive action items</li> <li>Provide timely updates during high-severity incidents</li> <li>Coordinate with system PIC for technical impact and recovery timelines</li> <li>Conduct code reviews for hotfixes, code changes, and technical implementations</li> <li>Validate change artifacts (technical impact analysis, release procedure, test evidence)</li> <li>Prepare change requests, risks assessments and roll-back plan</li> <li>Represent changes (bug fixes, hotfixes, configuration changes) in change advisory board meetings</li> <li>Coordinate scheduling and communications for production deployments across various teams</li> </ul> <p> </p> <p><strong>Requirements</strong></p> <ul> <li>Bachelor’s degree in computer science or information technology, or a related field</li> <li>Minimum of 8 years in application support, with at least 2-5 years in a leadership or senior L3 role, preferably within a banking or financial institution</li> <li>Professional certifications such as PMP, PRINCE2, or ITIL are highly desirable</li> <li>Experience in managing and/or coordinating with offshore team is preferred</li> <li>Strong understanding of incident management, problem resolution and production support process</li> <li>Strong analytical, problem-solving, and good communication skills</li> <li>Hands-on experience in Java development and SQL is a must</li> <li>Hands-on experience in deploying, and maintaining Java cloud-native applications on cloud environment is a plus</li> <li>Hands-on experience in Newgen BPM system is a plus</li> <li>Hands-on experience using container platforms like Kubernetes, OpenShift, etc. is a plus</li> <li>Understanding of basic enterprise infrastructure concepts such as Load Balancer, Firewall, API Gateway, High Availability, Monitoring & Logging, etc.</li> <li>Proactive and self-motivated</li> </ul>