Role : Lead (Run-The-Bank) – CB Loan Origination Support
We are seeking a seasoned RTB Lead to oversee the production support and operational stability of our Commercial Banking Loan Origination platform, built on Salesforce, Java, and AWS Cloud. This role demands a proactive leader who can manage a multi-tiered support team (L1, L2, L3), ensure end-to-end observability, and drive continuous improvement in system reliability and performance.
Key Responsibilities:
- Lead and manage day-to-day production support for the CB Loan Origination application.
- Oversee and coordinate efforts across L1, L2, and L3 support teams.
- Ensure high availability, performance, and reliability of the application.
- Implement and maintain observability tools and practices (monitoring, logging, alerting).
- Collaborate with development, QA, and infrastructure teams to resolve incidents and root cause issues.
- Drive incident management, problem management, and change management processes.
- Maintain and improve production maintenance procedures and documentation.
- Provide regular updates to stakeholders on system health, incidents, and performance metrics.
- Mentor and guide support engineers, fostering a culture of ownership and accountability.
Required Skillset:
- Salesforce: Strong understanding of Salesforce architecture, development, and deployment.
- Programming Knowledge: Fundamental understanding of Java, C++, or Python.
- Cloud Platforms: Familiarity with AWS (preferred), GCP, or Azure.
- Production Support: Proven experience in managing production environments and support operations.
- Observability: Hands-on experience with monitoring and alerting tools (e.g., CloudWatch, Splunk, Datadog).
- Project Management: Ability to manage support projects, prioritize tasks, and meet SLAs.
- People Leadership: Experience leading cross-functional support teams.
- Communication: Strong verbal and written communication skills for stakeholder engagement.
Preferred Qualifications:
- Bachelor's degree in Computer Science, Engineering, or related field.
- ITIL certification or equivalent experience in IT service management.
- Experience in the banking or financial services domain.
