AVP/VP, Service Delivery Lead - Application Support (JRI-5103)

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.

Responsibilities

• Serves as the single point of ownership of L3 support issues
• Log and track support issues and vendor tickets
• Maintain offshore support roster, including shift assignments
• Ensure coverage during holidays, weekend (if applicable) and critical business periods
• Engage with the product vendor for escalations, product defects, patches, etc.
• Coordinate with onshore dev teams for bug fixes, config issues, or data alterations
• Lead root cause analysis sessions and ensure closure of preventive action items
• Provide timely updates during high-severity incidents
• Coordinate with system PIC for technical impact and recovery timelines
• Conduct code reviews for hotfixes, code changes, and technical implementations
• Validate change artifacts (technical impact analysis, release procedure, test evidence)
• Prepare change requests, risks assessments and roll-back plan
• Represent changes (bug fixes, hotfixes, configuration changes) in change advisory board meetings
• Coordinate scheduling and communications for production deployments across various teams

Requirements

• Bachelor’s degree in computer science or information technology, or a related field
• 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
• Professional certifications such as PMP, PRINCE2, or ITIL are highly desirable
• Experience in managing and/or coordinating with offshore team is preferred
• Strong understanding of incident management, problem resolution and production support process
• Strong analytical, problem-solving, and good communication skills
• Hands-on experience in Java development and SQL is a must
• Hands-on experience in deploying, and maintaining Java cloud-native applications on cloud environment is a plus
• Hands-on experience in Newgen BPM system is a plus
• Hands-on experience using container platforms like Kubernetes, OpenShift, etc. is a plus
• Understanding of basic enterprise infrastructure concepts such as Load Balancer, Firewall, API Gateway, High Availability, Monitoring & Logging, etc.
• Proactive and self-motivated