The role requires strong technical expertise, leadership, and the ability to coordinate teams during incidents, changes, and service improvements. It emphasizes continuous improvement, automation, and knowledge management within the production support team.

Mandatory Skill(s)

• Must have 4–6 years of hands-on experience in Infrastructure or Application support;
• Must have strong understanding of the IT ecosystem & operations in Capital Markets and Corporate Banking (front-to-back application flow);
• Must have knowledge of SAN, Unix, Windows, Network, DBA, Scheduler, MQ, Ctrl-M;
• Experience in Application & technology interdependencies;
• Knowledge in ITIL Process: Incident, Problem, and Change Management;
• Must have ability to coordinate and take decisions during high-pressure situations.

Desirable Skill(s)

• Strong leadership & multitasking ability;
• Excellent verbal & written communication (international context);
• Client orientation & relationship management;
• Coordination skills across technical/functional and managerial stakeholders;
• Continuous improvement & innovation mindset;
• Experience in training, documentation, and knowledge base maintenance;
• Promoting process improvements and automation opportunities.

Responsibilities

• Ensure SLA compliance for incidents, requests, and changes;
• Handle escalations from L2/L3 engineers and coordinate with infra/network/build teams;
• Act as incident coordinator during major events (DRP, WIP, releases);
• Drive continuous service improvement and promote automation;
• Manage knowledge transfer, training, and documentation updates;
• Control the quality of RUN activities across applications;
• Propose initiatives for upskilling L2 engineers and improving efficiency;
• Regular reporting and feedback to Service Manager;
• Comply with legal, regulatory, and compliance requirements;
• Work in shift timings (2 PM – 11 PM SGT) with occasional weekend/event support.

If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Princi Trivedi at Princi.T@sciente.com quoting the job title.