Role purpose
This role is for an infrastructure/application support manager who can manage RBC surveillance technology operations, service governance, incident/problem/change performance and team delivery from Malaysia.
What the candidate will be expected to do
Manage a production support team covering communication surveillance platforms and related upstream/downstream dependencies.
Drive ITIL governance across incident, problem, change, service transition, production readiness, license-to-operate and risk management activities.
Own operational reporting, service reviews, backlog prioritization, improvement plans and benefits realization.
Coordinate disaster recovery planning, resilience activities, configuration management hygiene and production risk controls.
Manage stakeholder communication across RBC business, RTB, CTB, vendors and Cognizant delivery leadership.
Support RBC communication surveillance and related upstream / downstream applications through incident triage, root-cause analysis and service restoration.
Maintain production stability through monitoring, alert analysis, capacity awareness, runbook execution and risk escalation.
Work with CTB, RTB, vendor and cross-functional technology teams to support production fixes, enhancements, transition readiness and release/change activities.
Use Jira and Confluence to maintain traceability of incidents, problems, changes, risks, user stories, knowledge articles and operational procedures.
Must-have skills for shortlisting
Minimum 8 to 12 years of technology experience with at least 3 years managing production support or infrastructure/application operations teams.
Strong ITIL process command across incident, problem, change, service transition and operational risk governance.
Ability to manage technical teams while understanding OS, scripting, database, monitoring, batch and platform dependencies at a decision-making level.
Experience in banking, capital markets, surveillance, regulatory or other controlled production environments.
Hands-on experience in ITIL-based Incident, Problem and Change Management in production environments.
Strong operating system exposure across Linux / Unix / RHEL and Windows, with ability to troubleshoot application and infrastructure issues.
Scripting capability in at least one relevant language, preferably Bash, Python, PowerShell, Perl or batch scripting, with evidence of automation or support tooling.
Working knowledge of relational databases such as MS SQL and/or Sybase, including query execution, query writing and production issue investigation.
Experience using enterprise monitoring and observability tools such as Splunk, ITRS Geneos, AppDynamics, Dynatrace, Nagios, ELK or Grafana.
Ability to document support procedures, incident notes, change records and runbooks using Jira and Confluence or equivalent tools.
Banking, financial services, capital markets or regulated production support exposure.
Preferred / nice-to-have skills
Exposure to communication surveillance, conduct surveillance or regulatory surveillance platforms such as Smarsh Enterprise Conduct, Csurv or Theta Lake.
Experience with batch scheduling tools such as BMC Control-M, Autosys or Tidal.
Exposure to Docker and Kubernetes, especially troubleshooting deployed containers or supporting application platforms in production.
Understanding of sales tooling, CRM, trading or capital markets technology workflows.
Experience supporting disaster recovery, resilience testing, configuration management and production readiness reviews.
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
