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SVP, Head of Production Support Management, Institutional Banking Group Technology

Singapore, Singapore | DBS Bank

  • Industry:
    Banking / Investment Banking
  • Position Type:
  • Functions:
    IT / Information Technology
    Project Management
  • Experience:
    5-7 years
Job Description:
63 people have viewed this job

As a Production Support Manager you will predominantly be involved in supporting multiple mission critical platform and applications including administrative platforms and reporting systems. You'll stretch your skills and grow your career as a leader.




Ensure production systems stay running in a stable state and are meeting SLA requirements.

Set and maintain alerts within application monitoring software to ensure performance anomalies are reported immediately

Review new issue items (problems, incidents) assigned to development group and ensure that sufficient information is available with each ticket to proceed with analysis and resolution

Assign tickets to team members or to another group when applicable

Coordinate business approval of production migrations

Facilitate the hand-off of new release functionality from the development team to the Production Support team

Actively work to reduce or minimize the ratio of IT expense to company revenue & operating expense

Monitor production capacity and storage for the application and take corrective action when capacity thresholds are passed.

Define, implement improvements and meet SLAs

Lead productivity improvement programs and preventive maintenance initiatives related to the Production Support team

Lead Production Support team members through the analysis, root cause and remediation of tickets

Monitor and report on quality of code delivered to production

Ensure all work effort is documented in Production team and remains current through closure

Periodic updates of application documentation as a result of any changes

Facilitate weekly/monthly presentations with Management to explain the health (reliability, availability) of the application

Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary

Participate in and/or own vendor relationships

Provide management of On-site/call support for 24x7 coverage


6+ years of experience as a software developer, tester or Systems Analyst

3+ years of experience with leading teams and managing the workload for diverse teams

3+ years of experience leading problem resolution of issues across multiple applications

2+ years of experience providing Production Support for a high priority application

Must be able to be available for emergency on call 24x7

Experience working with offshore teams

Experience with Agile methodologies and Kanban

Bachelor’s Degree in Computing, Engineering or similar discipline or 10+ years of equivalent experience

Experience with Java, JBoss, MariaDB preferred, not mandatory

.NET development experience (C#, ASP, IIS)

Previous financial/banking or product technology industry experience 

ITIL or PMP certified

Strong inter-personal and communication skills to be able to explain technology solution to various stakeholders, establish rapport and persuade/influence others.

Stakeholder management at all levels, matrix management

Perform under pressure and manage multiple priorities with competing demands for resources.

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