Position Purpose
1. Oversee the technical support for the suite of APAC International cash management software and applications – Money Transfer System (MTS), Client Account Management System (CAMS), Suspend Management Service (SMS) and Cash Management Store (CMS).
2. Monitor the production results, quality and performance of above mentioned international cash management software & applications solutions implemented in the organization.
3. Oversee the support of above mentioned international cash management software & applications and provide technical expertise to ensure high availability of applications and therefore reduce the risk of non-availability of applications to the external clients.
4. Role requires strong working knowledge for the combination of legacy - Mainframe JCL, DB2/SPUFI, TIBCO and modern technologies - Control M, Oracle/SQL, Linux, Dynatrace, Grafana & Helios software.
5. Coordinate with Global MTS, Global Monitoring and Business Analyst teams to guarantee that solutions and projects based on the application software are correctly aligned with APAC international payment flow requirements and implemented.
6. Performs technical, functional sanity checks and tests, prior implementation of the fixes and system changes to the production.
7. Act as an escalation point for critical technical issues raised by APAC region users and address them quickly to ensure minimal service disruptions.
8. Perform post incident review and ensure root cause analysis (RCA) is performed to prevent recurrence.
9. Ensure that backup procedures are in place and that the application can be recovered quickly in the event of failure. Support Disaster Recovery Test and Business Continuity activities.
10. Provide regular updates to management regarding application performance, project statuses, and risks.
11. Champion knowledge transfer, documentation and automation initiatives to uplift the Singapore team support capability.
12. Analyze and challenge existing support processes to achieve continuous improvement.
Responsibilities
Area Responsibilities
Change & Release Management
- Support change management processes and application releases; sign off on technical readiness for APAC deployments.
- Participate in Disaster Recovery testing, Business Continuity activities and post security patch health checks.
Technical Architecture & Optimization
- Champion the technology stack across the APAC Payments & Cash management ecosystem.
- Identify the repeated work and automate to improve team’s operational capabilities
Stakeholder & Business Analyst Alignment
- Partner with Business Analysts & Development team to ensure production problem artefacts are addressed timely.
- Provide clear status updates to business users, senior management and external vendors/regulators.
- Partner with Operations teams in APAC to develop an operational contingency for international payment applications in APAC.
Global Collaboration
- Work with the Global MTS team to assess that any application change is fully assessed for impact on APAC payment flows.
- Coordinate with Global MTS for fixes required by APAC specific MTS processes.
- Align with the Global Monitoring team to implement and maintain business level monitoring (Dynatrace, custom alerts).
Application Support & Incident Management
- Own level two software support for Cash International applications; drive incident resolution, root cause analysis and timely work arounds.
- Coordinate preventive and corrective maintenance, including weekend/holiday on call duties.
- Lead problem management activities, ensuring permanent fixes are prioritized and delivered.
Knowledge Management & Continuous Improvement
- Document SOPs, run books and knowledge base articles; drive cross training of team members.
- Analyze existing support processes, propose and implement continuous improvement initiatives.
Technical & Behavioral Competencies
Technical
- Mainframe JCLs, SPUFI DB2
- Oracle PL/SQL, SQL tuning, performance optimization
- Linux/UNIX – scripting (Shell, Python) and system administration
- TIBCO (EMS, Business Works) – middleware integration
- Dynatrace, Grafana, Helios – application performance monitoring
- Control M Distribution
- JAVA/J2EE, WebSphere/Tomcat/JBoss
- IBM MQ & Mainframe interfaces
- ITSM tool: ServiceNow
- Collaboration platforms: SharePoint, Confluence
- Strong debugging and root cause analysis skills
Functional
- Deep understanding of international payments ecosystem - clearing systems and cash management processes
- Working grasp of double posting accounting treatment and end of day/month batch runs
- Solid grasp of ITIL concepts (incident, problem, change, release management)
- Experience in supporting international payments in the APAC region
Behavioural
- Excellent communication and stakeholder management skills; able to convey technical details to business users
- Results and client oriented with a proactive “can do” attitude
- Technical lead and Team player with strong analytical mindset; capable of working independently while escalating appropriately
- Mentoring attitude – able to up skill junior and offshore team members
- Strong interpersonal skills; able to influence across geographies (India, Paris, Brussels)
Specific Qualifications
Qualifications
- Bachelor’s degree in computer science or related disciplines.
- Good command of spoken and written English.
Experience
- ≥ 8 years of Application support with at least 3 years of experience in leading team of cash management / international payment software and applications in APAC
- Hands on expertise with the technology stack combination listed
- Proven record of coordinating globally distributed teams and delivering APAC specific solutions
- Experience authoring and executing contingency / DR plans
Customer/Supplier Relations:
Internal:
- CustomersBusiness lines, Client Service Desk, Middle Office & Back Office
- SuppliersInfra admin and other interfacing IT teams
External:
- Vendors of cash management international payment solutions.
- APAC Regulator like - BCS, MAS, HKICL, Paynet etc