Branch Support specialist

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Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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Location: Taipei, Taiwan
Job Summary
We are hiring a Branch Operations Incident Response Engineer based in Taipei, supporting both the branch operations in Taipei office and the incident response activities across Asia branch locations, covering both trading and non-trading environments.
This role sits within Workforce Services (WS) / Branch Operations and acts as a key bridge between local branches, regional technology teams, business users, risk, and compliance during incidents. The role focuses on incident response execution, including joining incident calls, coordinating WS actions, managing escalations, preparing stakeholder communications, and ensuring appropriate follow-ups and reporting.
The successful candidate will play a critical role in maintaining branch stability during high-severity incidents, ensuring clear, timely communication, and supporting continuous improvement across the Asia branch operating model. The role is well-suited for someone who is operationally disciplined, calm under pressure, and comfortable working in a regulated, time-sensitive trading environment.

Key Responsibilities
1. Incident Response Participation & Execution

• Join incident bridges and response calls for trading and non-trading incidents impacting Asia branch locations
• Represent WS / Branch Operations during incidents, ensuring branch impacts, user experience, and operational risks are clearly articulated
• Support incident triage, escalation, and coordination, working closely with technology, operations, and business teams
• Track WS-specific actions and dependencies during incidents to ensure timely execution and resolution

• Participate in incidents impacting trading platforms, end-user trading tools, market connectivity, and branch infrastructure
• Work closely with front office, operations, and regional technology teams during market-sensitive situations
• Ensure incident response reflects awareness of market hours, client sensitivity, and regulatory considerations

• Prepare and distribute clear, accurate incident communications from a WS / Branch Ops perspective, including:
  • Business and management updates
  • Regional stakeholder communications
  • Executive-level summaries as required
• Support external or regulator-facing communications, in partnership with Risk and Compliance teams
• Ensure communications are timely, factual, and aligned with agreed messaging during incidents

• Maintain incident documentation, including timelines, impacts, actions, and outcomes relevant to WS / Branch Ops
• Support post-incident follow-ups, ensuring WS remediation items and commitments are tracked and completed
• Identify recurring branch issues or operational risks and raise them through appropriate governance channels

• Act as a regional WS incident response contact for Asia branch locations
• Maintain familiarity with local branch environments, operational dependencies, and site-specific risks
• Support business continuity, operational readiness, and recovery activities as they relate to incident response

• Operate with strong awareness of regulatory and control expectations across Asia locations
• Support audit, risk, and compliance inquiries related to incidents and operational stability
• Ensure incident handling and reporting align with firm policies, security standards, and operational controls

• Solid understanding of incident response and operational support models
• Familiarity with trading and non-trading technology environments in a financial services context
• Working knowledge of end-user platforms, infrastructure, applications, and network concepts
• Ability to assess impact quickly, prioritize actions, and coordinate effectively during incidents

• Strong written and verbal communication skills, especially in high-pressure situations
• Calm, structured, and professional during major or time-critical incidents
• Strong sense of ownership and follow-through
• Detail-oriented with disciplined approach to documentation and reporting
• Comfortable working across regions, functions, and time zones
• Fluent in English; Mandarin proficiency strongly preferred

• Bachelor's degree or equivalent practical experience
• 3-5 years of experience in incident response, operations support, service delivery, or branch technology roles
• Experience in financial services or regulated environments strongly preferred
• Exposure to trading environments or regional support models is a plus