Application Support Manager - Capital Markets

Application Support Manager - Capital Markets

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $225,000.00 and $255,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

We are seeking a Head of Production Support to lead our production support team and ensure the smooth operation of our technology systems. This role is critical in maintaining the stability and performance of our production environment, addressing incidents, and implementing improvements to enhance system reliability.

Role Objectives

• Lead and Manage Production Support Team: Oversee the daily operations of the production support team, ensuring timely and effective resolution of incidents and issues. • Support Strategy: Define and execute a strategy for production support, implementing a follow the sun, proactive and automated support environment and procedures. • Incident Management: Develop and implement incident management processes to quickly address and resolve production issues, minimizing downtime and impact on business operations. • System Monitoring and Maintenance: Ensure continuous monitoring of production systems to proactively identify and address potential issues before they impact users. • Root Cause Analysis: Conduct thorough root cause analysis of incidents to prevent recurrence and implement long-term solutions. • Collaboration with Development Teams: Work closely with development teams to ensure smooth deployment of new releases and updates, and to provide feedback on production issues. • Performance Optimization: Identify opportunities for system performance improvements and work with relevant teams to implement enhancements. • Documentation and Reporting: Maintain comprehensive documentation of production support processes, incidents, and resolutions. Provide regular reports on system performance and incident trends. • Stakeholder Communication: Communicate effectively with business stakeholders to provide updates on production issues and resolutions, and to understand their needs and priorities. • Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the production support function.

Qualifications and Skills

• 15+ years of professional experience in a production support leadership role. • 15+ years of professional experience in global markets, preferably Fixed Income and Rates. • Strong understanding of incident management and root cause analysis leveraging tools like ServiceNow. • Proven experience in cloud technologies, including the deployment, support and implementation of applications within cloud-based environments. • Experience in DevOps practices, including leading and managing high-performing DevOps teams to drive automation, continuous integration/continuous deployment (CI/CD), and operational excellence • Experience with system monitoring tools and techniques. • Excellent problem-solving and analytical skills. • Strong communication and interpersonal skills. • Ability to work effectively under pressure and manage multiple priorities. • Experience with ITIL or other relevant frameworks is a plus. • Bachelor's degree in Computer Science, Information Systems, or related field.

Additional Requirements

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.