Lead Customer Success Architect – Observability & Service Management Domain

SWIFT SUPPORT SERVICES MALAYSIA SDN. BHD.
About the Role
As a pivotal member of our Customer Success team, the Senior Observability & Service Management Coach & Success Architect plays a central role in our Agile transformation. This position involves close collaboration with multi-functional squads, emphasizing not only technical prowess but also a customer-centric approach. Beyond technical contributions, this role involves building bridges with supported tribes, fostering collaboration, and collecting essential feedback from both technical teams and upper management.

Additionally, the role incorporates the responsibilities of a Success Architect, contributing to the DevOps maturity roadmap, driving architectural patterns, and advocating for the adoption of Tooling Services

What to expect:
Contributor and Coach:

  • Play a multifaceted role as a contributor, designer, and coach, constantly seeking creative solutions.

  • Leverage existing technical knowledge and explore new processes, products, and technologies.

  • Collaborate with squads and engineers, providing technical and architectural guidance to shape the continuous Tooling portfolio evolution.

  • Advise on full DevSecOps lifecycle beyond the build-phase, by extending our portfolio to monitoring, observability and service management

Success Architect Responsibilities:

  • Act as a strategic advisor and partner to our engineering leadership to provide recommendations to DevOps maturity roadmap, aligning it with customer needs and industry best practices.

  • Drive the definition of standard and tribe pipeline blueprints, promoting common architectural patterns for consistency and efficiency.

  • Act as the voice of the customer from the product tribes to the Tooling tribe, ensuring effective communication of customer feedback and requirements.

  • Grow and engage with DevOps champions, fostering a community of practice.

Customer Success Focus:

  • Drive a customer-centric approach in all DevOps practices, ensuring alignment with customer success.

  • Actively engage with internal customers, understanding their operational needs, and tailor DevOps solutions to drive their success.

  • Champion collaboration and build trust with customers, serving as a liaison between technical teams and upper management.

  • Accelerate and strive for frictionless onboarding to our internal services and seek to improve overall developer experience.

  • Document, educate and evangelize the recommended use of our services for long-term success via organizing trainings, Conferences, Hackathons, … and keeping our knowledge base up to date.

Shared Contributions:

  • Work with engineering teams and squads to integrate monitoring, observability and service management concepts.

  • Collaborate on the design, development, and implementation of observability solutions.

  • Continuously assess and improve observability practices to enhance overall system reliability and performance.

  • Serve as a repository of knowledge, collecting, promoting, and coaching best practices across engineering teams and squads.

  • Conduct routine demos and solution presentations to teams across various locations, accommodating flexible timing based on global time zone needs.


What will make you successful?
  • At least 5 years on IT operations, with a focus on observability and service management.

  • Knowledge of ITSM, ITOM, and ITAM principles.

  • Experience working in Unix and/or Linux environments.

  • System engineer experience is a plus.

  • Maturity process assessments and/or Value Stream analysis

  • 4 or 5-year university degree in computer science or related field

  • Experience working in agile teams is a must.

  • Agile/Scrum tooling including Jira, Confluence

  • Virtualized and containerization platforms, such as VMware, Docker and OCP.

  • Monitoring & Observability concepts and tooling, such as Elastic Stack, Grafana, Prometheus.

  • Change, Problem, Alert, Incident, Service Management (ITSM), using ServiceNow.

 You may want to reach out to the recruiter for more information via LinkedIn; , Senior Talent Acquisition.

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.

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Company profile

SWIFT

Banking & Financial Services1,001-5,000 employees

SWIFT is a global member-owned cooperative and the world's leading provider of secure financial messaging services.

We provide our community with a platform for messaging and standards for communicating, and we offer products and services to facilitate access and integration, identification, analysis and regulatory compliance.

Our messaging platform, products and services connect more than 11,000 banking and securities organizations, market infrastructures and corporate customers in more than 200 countries and territories.

SWIFT also brings the financial community together - at global, regional and local levels - to shape market practice, define standards and debate issues of mutual interest or concern.

A strong and growing presence across APAC

SWIFT has been in Asia Pacific for over 30 years, starting in Hong Kong and Singapore. Many regional offices have been opened in recent years, growing SWIFT's APAC community and expanding the international culture of the company.

Opened in 2013, SWIFT's largest APAC office in Kuala Lumpur has increased SWIFT's presence in the Asia Pacific markets and ensured that our global membership can benefit from the economic growth, innovation and resources emerging from this part of the world.

Discover SWIFT careers: www.swift.com/careers

Passionate about innovation, security, and the future of the financial services

Our people are change-makers. Across disciplines, SWIFT staff drive for excellence and appreciate the challenges and opportunities of a high-tech work environment. Curiosity and passion are rewarded with unique training and career mobility within the company.

SWIFT's vision, mission and values: https://www.swift.com/about-us/vision_mission-values

Information Security at SWIFT: https://www.swift.com/about-us/discover-swift/information-security

Making a difference in our community

Working with financial communitieis across the globe is a privilege as well as a responsibility. To this end, we integrate social, environmental and ethical concerns into our operational strategy.

SWIFT APAC has focused on mental health awareness, office sustainability practices, and community outreach with Forest Research Institute of Malaysia and the Red Cross. Most recently, the team raised funds, sourced school supplies and helped build a classroom for the Tan Hope Kindergarden in Vietnam.

SWIFT Corporate Social Responsibility: https://www.swift.com/about-us/corporate-social-responsibility

Perks and benefits
Medical
Education support
Dental
Parking
Vision
Flexible benefits, Health check benefit, Work from

Company information

Registration No.1021661-U

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