Technical Support Lead

We are looking for people who  Bachelor’s degree in computer science, Engineering or similar domain. Related professional/technical qualification will be advantageous although not mandatory. Minimum 8-10 years in supporting mobile, web portal application and data system.  Proven experience in mobile (iOS, Android) and web portal development and architecture.

 Strong coding background (e.g. Java, C#, JavaScript/TypeScript, React, React. Native, Angular, Flutter, Swift).  Deep knowledge of cloud platforms (AWS, Azure, or GCP) and API design (REST, GraphQL, SOAP), CICD pipeline.  Strong understanding of security protocols (OAuth2, JWT, SAML, SSL/TLS).  Familiarity with microservices, containerization (Docker, Kubernetes), and modern DevOps.

 Hands-on development experience for batch monitoring and execution frameworks and/or encryption software.  Hands-on experience in developing SQL queries, UNIX scripts and ETL jobs using ETL tools like Talend, Datastage in handling complex transformation.  Hands-on end-to-end troubleshooting experience on production issue relating to web/mobile application.

 Good understanding of end-to-end web/mobile infrastructure, such as Imperva, edge routers, border routers, network load balancer, etc.  Worked in a Continuous Integration/Continuous Delivery environment with strong appreciation of change/version control process and methodologies.  Worked with automation tools (such as, Bitbucket, Bamboo, Nexus, Dimensions, Selenium, etc.)

 Application performance monitoring and tuning experience is desired.  Strong presenter being able to articulate root cause analysis and technical solutions to a wide range of audiences.  Strong technical and business acumen with vendor management skills.  Working experience in a financial services industry and/or operating under strict regulatory constraints is an advantage.

 Worked on / have certification in Cloud technologies is an advantage.  Good teamwork, good interpersonal and negotiation skill, working independently is essential.

Requirements

About the Job

We are seeking a highly skilled Technical Support Engineer, who will be part of Customer Self-Served support team. The successful candidate is one who has deep understanding of the mobile and portalapplication architecture & design, micro-services architecture, API principles, database/data mart/Operating data store design & architecture.

He/she is passionate in ensuring the stability and robustness of the mobile and portal applications and data related system.  Responsible for the continuous improvement of web/mobile applications and data systems, in ensuring the stability and robustness of the applications/systems.  Continuous enhancement of the applications’ monitoring dashboard for the management ofsystems performance and application health.

 To provide support and troubleshoot reported issue to ensure agreed SLAs are met.  To provide root cause analysis(RCA), and post-incident reviews.  Conduct daily huddle to manage newly reported issues and to ensure prompt closure of the existing reported issues.  Support BAU activities such as DR/BCP exercise, system/security patches, etc.

 Perform release management.  Control and monitor quality of vendor deliverables to ensure standard and best practices are adhered.  Coordinate with testers during system integration testing (“SIT”) and user acceptance testing (“UAT”) to ensure defects are managed.  Work with project manager, business analyst, infra team, vendor and other internal team to deliver project releases from initiation until completion.

 Prepare and present new implementation model or new technology implementation model to the Enterprise Architecture (EA) review board.  Ensure proper documentation, knowledge base updates, and process adherence using JIRA and Confluence  Problem solver with ability to see things in multiple angles and constantly push boundaries to improve status quo.

You are expected to interact with service management, various applications and specialist teams such as IT security in troubleshooting and resolving issues.  Continual learning in the web/mobile application and data related system space and constantly keep up with knowledge of new concepts, emerging technology, and architecture.