AVP/VP, Service Delivery Lead - Application Support (JRI-5103) (Singapore)

The Japan Research Institute (JRI) Limited is a subsidiary of Sumitomo Mitsui Banking Corporation (SMBC) Group. SMBC Group is a Tokyo-based bank holding company that is ranked among the largest 25 banks globally by assets under management. JRI provides comprehensive, highly value-added information services through the coordinated application of its 3 functions. i.e. information systems, consulting and think-tank. As a system integrator, JRI offers services in IT strategy planning, implementation and outsourcing to a broad range of industries and activities. JRI Singapore currently supports the overall IT functions of Sumitomo Mitsui Banking Corporation (SMBC) in Asia Pacific Region. Responsibilities Serves as the single point of ownership of L3 support issues Log and track support issues and vendor tickets Maintain offshore support roster, including shift assignments Ensure coverage during holidays, weekend (if applicable) and critical business periods Engage with the product vendor for escalations, product defects, patches, etc. Coordinate with onshore dev teams for bug fixes, config issues, or data alterations Lead root cause analysis sessions and ensure closure of preventive action items Provide timely updates during high-severity incidents Coordinate with system PIC for technical impact and recovery timelines Conduct code reviews for hotfixes, code changes, and technical implementations Validate change artifacts (technical impact analysis, release procedure, test evidence) Prepare change requests, risks assessments and roll-back plan Represent changes (bug fixes, hotfixes, configuration changes) in change advisory board meetings Coordinate scheduling and communications for production deployments across various teams Requirements Bachelor’s degree in computer science or information technology, or a related field Minimum of 8 years in application support, with at least 2-5 years in a leadership or senior L3 role, preferably within a banking or financial institution Professional certifications such as PMP, PRINCE2, or ITIL are highly desirable Experience in managing and/or coordinating with offshore team is preferred Strong understanding of incident management, problem resolution and production support process Strong analytical, problem-solving, and good communication skills Hands-on experience in Java development and SQL is a must Hands-on experience in deploying, and maintaining Java cloud-native applications on cloud environment is a plus Hands-on experience in Newgen BPM system is a plus Hands-on experience using container platforms like Kubernetes, OpenShift, etc. is a plus Understanding of basic enterprise infrastructure concepts such as Load Balancer, Firewall, API Gateway, High Availability, Monitoring & Logging, etc. Proactive and self-motivated