Role purpose

This role is for an infrastructure/application support manager who can manage RBC surveillance technology operations, service governance, incident/problem/change performance and team delivery from Malaysia.

What the candidate will be expected to do

• Manage a production support team covering communication surveillance platforms and related upstream/downstream dependencies.
• Drive ITIL governance across incident, problem, change, service transition, production readiness, license-to-operate and risk management activities.
• Own operational reporting, service reviews, backlog prioritization, improvement plans and benefits realization.
• Coordinate disaster recovery planning, resilience activities, configuration management hygiene and production risk controls.
• Manage stakeholder communication across RBC business, RTB, CTB, vendors and Cognizant delivery leadership.
• Support RBC communication surveillance and related upstream / downstream applications through incident triage, root-cause analysis and service restoration.
• Maintain production stability through monitoring, alert analysis, capacity awareness, runbook execution and risk escalation.
• Work with CTB, RTB, vendor and cross-functional technology teams to support production fixes, enhancements, transition readiness and release/change activities.
• Use Jira and Confluence to maintain traceability of incidents, problems, changes, risks, user stories, knowledge articles and operational procedures.

Must-have skills for shortlisting

• Minimum 8 to 12 years of technology experience with at least 3 years managing production support or infrastructure/application operations teams.
• Strong ITIL process command across incident, problem, change, service transition and operational risk governance.
• Ability to manage technical teams while understanding OS, scripting, database, monitoring, batch and platform dependencies at a decision-making level.
• Experience in banking, capital markets, surveillance, regulatory or other controlled production environments.
• Hands-on experience in ITIL-based Incident, Problem and Change Management in production environments.
• Strong operating system exposure across Linux / Unix / RHEL and Windows, with ability to troubleshoot application and infrastructure issues.
• Scripting capability in at least one relevant language, preferably Bash, Python, PowerShell, Perl or batch scripting, with evidence of automation or support tooling.
• Working knowledge of relational databases such as MS SQL and/or Sybase, including query execution, query writing and production issue investigation.
• Experience using enterprise monitoring and observability tools such as Splunk, ITRS Geneos, AppDynamics, Dynatrace, Nagios, ELK or Grafana.
• Ability to document support procedures, incident notes, change records and runbooks using Jira and Confluence or equivalent tools.
• Banking, financial services, capital markets or regulated production support exposure.

Preferred / nice-to-have skills

• Exposure to communication surveillance, conduct surveillance or regulatory surveillance platforms such as Smarsh Enterprise Conduct, Csurv or Theta Lake.
• Experience with batch scheduling tools such as BMC Control-M, Autosys or Tidal.
• Exposure to Docker and Kubernetes, especially troubleshooting deployed containers or supporting application platforms in production.
• Understanding of sales tooling, CRM, trading or capital markets technology workflows.
• Experience supporting disaster recovery, resilience testing, configuration management and production readiness reviews.

About Cognizant :

Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant .