Hashkey Group is looking for an experienced team leader to supervise the Hong Kong production support team. The ideal candidate for this role has successfully planned, implemented, managed, and supported mission critical in-house and vendor applications/services in global/regional banks or financial service companies. The candidate should be a motivated and responsible problem solver and empathetic leader, looking to make a significant impact in a fast-growing company.

Job Responsibilities:

Supervise production support staffs for day-to-day system operations for the assigned products, perform controlled resolution of incidents, including prioritization and escalation to relevant groups when appropriate
Ensure adequate coverage and support 24x7 availability and escalations, maintain calm and analytical demeanor when faced with major incidents
Manage regulatory reports for different stakeholders, define operational procedure for relevant data extraction methodology
Provide leadership in problem investigation and implementation of appropriate corrective actions
Manage customer satisfaction requirements of operational procedures and SLAs to achieve a suitable outcome for all stakeholders
Provide technical oversight across systems and applications; leverage skills across multiple apps technical support areas
Monitor the progress of projects to ensure that deadlines are met and quality standards are maintained
Familiar with and able to guide team in all areas of IT Service Management, including change management, incident management, capacity management, problem management and business continuity management
Coordinate & compliant with IT security and Infrastructure to build and maintain the platform
Relevant supervisory control and risk awareness. Ability to produce, review and handle documents
Improve productivity and SLA via process improvement, system enhancements and automation
Liaise with Risk, Security, Compliance, Operations and Senior Management for all regulator-reportable incidents including regulatory report write up
Document procedures, best practices and troubleshooting FAQs
Shift duty, flexible to work across weekends/weeknights/holidays on an as-needed basis

Requirements:

University degree in computer science / engineering or equivalent field of study
7-10 years experience in Technology Service / Production Management with proven team manager role in a reputable bank or financial institution
Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
Ability to plan and organize workload
In-depth technical background and experience in performing/managing L1/L2 application support
Experience in supporting systems running on Linux, UNIX, Windows, and cloud platforms (e.g. AWS)
Hands-on experience in SQL, shell scripts / python, job schedulers, monitoring and support tools
Experience in process improvement and automation initiatives in production management projects
Outstanding incident management, troubleshooting, analytical, and problem-solving abilities, along with ability to collaborate cross-functionally in a fast-paced and growing environment
Knowledgeable in all phases of Software Development Life Cycle (SDLC)
Candidates with ITIL certification will be an advantage
Well-versed in current technological trends ideally in the area of cloud/container based microservices, cryptocurrency and blockchain technologies
People oriented, driven, and highly skilled in managing various stakeholders with diverse interests
Fluency and proficiency in written/spoken English and Chinese (Mandarin and Cantonese)