Sr. Support Manager, Wealth Management, IT
Position Description
This role is responsible for ensuring the stability, reliability, and continuous improvement of wealth management systems, while also delivering high-quality application support. The candidate will balance proactive system reliability engineering and application production support, focusing on minimizing system downtime, improving user experience, and strengthening operational resilience.
The role works closely with business users, development teams, infrastructure teams, and vendors to enhance system observability, drive incident management improvements, and maintain stable day-to-day operations across trading and settlement platforms.
Key Areas of Responsibilities
Lead system reliability reviews across WM platforms (trading, settlement, internet trading, etc.), identifying risks, bottlenecks, and improvement opportunities
Drive proactive monitoring enhancement, including defining alerts, thresholds, and observability coverage (application, batch, infrastructure)
Post-incident review and tracking of corrective actions
Design and coordinate Business Continuity Planning (BCP) and Disaster Recovery (DR) testing, ensuring readiness and audit compliance
Define and track availability, reliability, and performance KPIs
Partner with development and infrastructure teams to implement preventive fixes, automation, and system hardening measures
Drive continuous improvement initiatives, including process optimization, automation of manual tasks, and reduction of recurring incidents
Provide day-to-day application support for WM systems including equities, futures, options trading, settlement, and Internet channels
Manage, investigate, and resolve production incidents, ensuring timely resolution and clear communication to stakeholders
Liaise with vendors, developers, and infrastructure teams to implement fixes and enhancements
Support user requests, including data queries, reporting, and workflow updates
Plan and execute system testing (SIT/UAT) and support deployment activities
Maintain system stability through regular health checks and operational monitoring
Provide on-call / off-hours support when required
Requirements
Bachelor Degree or higher in Computer Science or related disciplines
Around 8- 10 years experience in application support and/or system reliability / production engineering within financial services
Strong experience in incident management, problem management, and root cause analysis
Solid understanding of equity / futures trading systems, settlement flows, and market connectivity
Experience in application monitoring, alerting tools, and operational dashboards (preferred)
Familiarity with automation, scripting (SQL / scripting languages) and batch scheduling
Experience coordinating BCP/DR drills, system testing, and change management processes
Strong stakeholder management skills, able to work with business users, vendors, and internal teams
Good analytical skills with a proactive and problem-solving mindset
Strong communication skills in English and Chinese; Mandarin is an advantage
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