Location: Bank of Ayudhaya (Krungsri) - Rama 3 Head Office (Hybrid work: Onsite 1 Day/Week)
Position Summary
The API Support Engineer Team Lead will lead a technical L3 support team to provide operational and technical support for Krungsri APIs and all related components. This role ensures the high availability, performance, and reliability of API services, manages the team to provide 247 support model (on-call rotation) to resolve incidents, driving root cause analysis, manage deployments, and oversee smooth release processes. Key responsibilities include overseeing operational support, acting as a liaison between technical teams and business stakeholders, ensuring effective communication, resolving escalated technical challenges related to APIs and their associated systems and contribute to continuous service improvement.
Job Description
- Lead and mentor a team of Level 3 technical supports, including setting goals, monitoring their knowledge and performance, and conducting reviews to drive team growth and efficiency.
- Provide investigating and resolving production issues within agreed SLAs., ensuring the service's stability and reliability.
- Handle escalated technical issues, acting as a point of contact to ensure timely and professional resolution of complex customer or partner engagements.
- Work closely with Development and other support teams to ensure timely escalation and resolution of high-severity incidents and communicate progress and status to the management team.
- Manage incident communications with stakeholders, including timely updates to management and business units.
- Ensure 247 support coverage (on-call rotation), maintaining SLA compliance and service reliability.
- Oversee API deployment, release validation, and post-release monitoring to ensure system stability.
- Implement and enforce best practices for API monitoring, alerting, and observability using tools such as Dynatrace or equivalent.
Qualifications:
Education
- Bachelor's or Master's degree in Information Technology, Computer Science, Computer Engineering, Software Engineering, or related fields.
Experience
- 10+ years of experience in technical supports, with at least 3 years in a Team Lead position.
- Banking or financial services experience is a plus.
Technical Skills
- Strong knowledge of RESTful APIs, HTTP protocol, OAuth, JSON, SOAP, XML, Swagger).
- Solid knowledge of monitoring & logging tools (e.g., Dynatrace, Kibana, ELK Stack, Grafana).
- Hands-on experience with OpenShift Container Platform (OCP), Kubernetes or Cloud.
- Strong understanding of operating systems (Windows, Linux), networks, and SQL.
- Familiarity with CI/CD pipelines, microservices and experience using API testing tools such as Postman.
- Strong analytical, troubleshooting, and debugging skills in distributed systems.
- Excellent leadership, communication, and stakeholder management skills.
- Strong problem-solving mindset with ability to make quick decisions under pressure.
Please note that we will get in touch with shortlisted candidates only.
Stay connected with KRUNGRI CAREER at:
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- LINE: Krungsri Career (http://bit.ly/LineKrungsriCareer)
- LINKEDIN: Krungsri (http://bit.ly/LinkedinKrungsri)
Applicants can read the Personal Data Protection Announcement of the Bank's Human Resources Function by typing the link from the image that stated below.
EN
(https://krungsri.com/b/privacynoticeen)
The bank needs to and will have a process for verifying personal information related to the criminal history of applicants before they are considered for employment with the bank.
