Application Operations

Job PurposeResponsible for managing and operating overall applications and services including but not limited to Corebanking, FMB, Cards, payment channels, Contact Center... to meet the Bank's business needs and Requirements1. To prevent the incidents & problems from happening by:• Proactively address weaknesses, risks and problems on the App Ops then have remediation plan to mitigate it to improve quality of services.• Periodically review and assess the weaknesses, risks of the App.2. Manage & hands-on incidents/problems solving activities:• Manage the troubleshooting and directly handle the incidents & problems relating to the App.• Analyze and conclude the root cause of the incidents & problems, define & implement the solutions to recover the services quickly and prevent them from repeating.3. Assess System operation of operation team regarding to framework/checklist/runbooks & compliance to figure out need improvements:• Periodically review and assess need improvements of operation framework/checklist/runbook documents.• Operation compliance assessment of operation teams in real-life.Key Accountabilities (1)- Collaborate with the appropriate departments to deeply understand the App, as a basis for the efficient and stable operation of services.- Define operation frameworks, standards, processes, checklists, and tools for the App and communicate them to App operation functions to apply into daily operation.- Analyze and propose improvements upon technology and standards across the organization.- Participate in training courses to remain up-to-date and knowledgeable in terms of industry trends and emerging technologies for IT operation support.- Provide advice, trainings, and supports to people in the App operation function.- Participate as a key member in the incident response team to directly drive incident/problem handling progress and also responsible for analyzing and concluding the root cause of the incidents and problems; define and implement the solutions to recover the services quickly and prevent them from repeating.- Develop methodology and assessment plan to proactively address weaknesses, risks and problems on the App, then provide remediation plan to improve quality of services.- Creatively and independently provide resolutions to technical problems in a productivity and quality of service manner.- Assess and report out the compliance of the operation activities in real-life.- Report periodically to the Director of Infrastructure Services Excellent Center.Key Accountabilities (2)- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in the App operations.- Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.