Support Manager, Wealth Management, IT

Position Description

This Application Support & System Reliability 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

1. Lead system reliability reviews across WM platforms (trading, settlement, internet trading, etc.), identifying risks, bottlenecks, and improvement opportunities
2. Drive proactive monitoring enhancement, including defining alerts, thresholds, and observability coverage (application, batch, infrastructure)
3. Post-incident review and tracking of corrective actions
4. Design and coordinate Business Continuity Planning (BCP) and Disaster Recovery (DR) testing, ensuring readiness and audit compliance
5. Define and track availability, reliability, and performance KPIs
6. Partner with development and infrastructure teams to implement preventive fixes, automation, and system hardening measures
7. Drive continuous improvement initiatives, including process optimization, automation of manual tasks, and reduction of recurring incidents
8. Provide day-to-day application support for WM systems including equities, futures, options trading, settlement, and Internet channels
9. Manage, investigate, and resolve production incidents, ensuring timely resolution and clear communication to stakeholders
10. Liaise with vendors, developers, and infrastructure teams to implement fixes and enhancements
11. Support user requests, including data queries, reporting, and workflow updates
12. Plan and execute system testing (SIT/UAT) and support deployment activities
13. Maintain system stability through regular health checks and operational monitoring
14. Provide on-call / off-hours support when required

Requirements

1. Bachelor Degree or higher in Computer Science or related disciplines
2. Around 8- 10 years experience in application support and/or system reliability / production engineering within financial services
3. Strong experience in incident management, problem management, and root cause analysis
4. Solid understanding of equity / futures trading systems, settlement flows, and market connectivity
5. Experience in application monitoring, alerting tools, and operational dashboards (preferred)
6. Familiarity with automation, scripting (SQL / scripting languages) and batch scheduling
7. Experience coordinating BCP/DR drills, system testing, and change management processes
8. Strong stakeholder management skills, able to work with business users, vendors, and internal teams
9. Good analytical skills with a proactive and problem-solving mindset
10. Strong communication skills in English and Chinese; Mandarin is an advantage