AVP/VP, Production Engineer

About the role

Hands-On Triage Mastery: Gain extensive experience dissecting real hybrid and cloud-native software application failures in a live banking environment. UI & API Triage Focus: Develop deep diagnostic expertise isolating complex issues across web/mobile user interfaces and microservice API transaction pathways. Production-First Impact: Directly safeguard customer banking journeys by minimizing downtime through active participation in 24/7 on-call support frameworks. Cross-Regional Integration: Operate within an interconnected engineering group, partnering seamlessly across our Singapore, Chennai, and APAC technology offices. Collaborative Engineering: Actively bridge gaps between operations and engineering by collaborating with development squads to roll out permanent bug fixes.

Responsibilities

• Technical Troubleshooting & Issue Resolution
• Live Incident Handling: Actively respond to automated alerts and regional escalations, initiating immediate technical troubleshooting across web user interfaces, mobile clients, and backend services.
• UI & API Dissection: Perform technical triage on user interface breakdowns (web/mobile layout regressions, network delays) and API connection faults (payload errors, status anomalies, broken gateways).
• Rapid Restoration: Diagnose system behaviors under pressure to isolate runtime exceptions and apply safe, verified technical workarounds to restore critical banking pathways.
• 24/7 Support Readiness: Actively participate in rotating 24/7 on-call support cycles to manage critical system failures and guarantee reliable service coverage outside standard regional business hours.
• RCA Contribution: Participate in post-incident reviews and compile technical details for Root Cause Analysis (RCA) reports, tracking underlying software or infrastructure defects.
• Cloud & Database Triage Operations
• Cloud Application Diagnostics: Isolate and resolve system exceptions nested inside cloud-native app infrastructures, evaluating cloud instance availability, tracing connection states, and examining distributed microservice transactions.
• Data Layer Queries: Execute SQL queries across production relational and NoSQL databases to inspect data anomalies, check table states, and trace transaction failures.
• Telemetry & Log Parsing: Utilize enterprise monitoring tools to isolate production anomalies, build customized queries, correlate distributed transactions, and systematically parse runtime exceptions.
• Team & Developer Collaboration
• Cross-Hub Handovers: Coordinate daily triage efforts and execute structured technical incident handovers with support colleagues based in Chennai, Singapore, and across other APAC offices to maintain operational continuity.
• Developer Handshake: Work closely with core development and DevOps engineering teams to escalate complex software bugs, provide clean stack traces, and test permanent hotfixes in lower environments.
• Knowledge Base Ownership: Document newly discovered failure modes and their respective solutions to constantly build and enrich the team's shared operational knowledge base.
• Security, Risk & Compliance
• Compliant Triage: Perform all production troubleshooting and incident remedies in strict accordance with banking security protocols, least-privilege standards, and relevant regional regulatory mandates (such as MAS guidelines for Singapore or local security standards).
• Change Governance: Ensure urgent emergency fixes adhere to proper ITIL emergency change management approvals prior to deployment.
• Required Qualifications
• Technical Expertise
• Must demonstrate high proficiency in at least 4 of the following areas:
• UI & API Troubleshooting Exposure: Practical experience debugging frontend/user interfaces (web/mobile browser tools, inspect element, network waterfall graphs) and testing/analyzing backend APIs (Postman, cURL, JSON payload analysis, HTTP status code validation).
• Cloud Application Troubleshooting: Strong operational knowledge of isolating faults inside cloud-hosted applications (specifically Azure or AWS environment

Additional Information

As a Production Support Engineer based in our Singapore office at SMBC, you will be a key technical resource responsible for maintaining the stability, reliability, and performance of our next-generation digital banking platform in Asia Pacific. Working under the guidance of the Production Engineer Lead, this role is heavily focused on hands-on technical troubleshooting, cloud-native app diagnostics, and critical issue resolution for our enterprise-scale web and mobile ecosystems. You will be positioned in our regional hub, collaborating daily with production support colleagues in Chennai and across the wider APAC footprint to maintain seamless operational stability. Positioned on the front lines of defence for our production ecosystem, you will actively provide 24/7 on-call support to manage live incidents, isolate multi-tier interface failures, and deliver rapid technical workarounds.

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