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- Preferred 1+ year relevant working experience in production support
- Participate in Major Incident Reviews and Service Improvement Programs
About Our Client
One of the world's largest banking and financial services organisations. With around 6,000 offices in both established and emerging markets, we aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
Detailed Job Description:
* Monitoring and Alerting
oUse monitoring tools to manage applications and respond to technical alerts raised.
oClosely monitor repeat incidents to ensure that problem management is alerted and knowledge management is kept up to date.
*Incident and Problem Management
oIncident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA's and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure.
oParticipate in Major Incident Reviews and Service Improvement Programs as required.
oLocate root cause of the incidents, review and assess if problem management required, and update incident/problem tickets.
oWork with Problem Management team to proactively avoid incidents.
oDiscuss with L3 for fixes, and coordinate releases.
*Assessment and Prioritization
*Correctly & efficiently categories and prioritise all incidents and service requests, using standardized processes raised
*Ensure that requests and incidents impacting critical business lines are assessed and escalated quickly to ensure minimal disruption and impact.
*Escalation and Communication
*Ensure relevant stakeholders are informed of known escalations where appropriate
*Issue INS / flash report
*Keep stakeholder up to date on the status of the issues
*Communicate to other stakeholders or other service owners to prevent same issue from happening to other services
*Resolving and Recovering
*Look up knowledge database for the procedures to handle the incidents and answer service requests
*Provide solutions to users/business through the resolution of Incidents and Problems.
*Execute the procedures with necessary approval is understood and collected
*Contact other teams for resolution (eg vendor, infrastructure team) where an Incident/Problem cannot be resolved by the L1 Team.
*Appropriately escalate to L2 and/or to other teams according to predefined procedures on incident recovery (without handing over the responsibility on incident management)
*Coordinate with incident management team to involve to facilitate the service recovery
*Work closely with SME and Level 2 teams where applicable on resolving technical requests and incidents, as well as understand where the business and technical solutions are being development and delivered.
*Incident Manage and coordinate all raised incidents and service requests that have been escalated to other teams with the authority to ensure SLA's and procedures are adhered to and appropriate tracking & root cause information is updated/recorded prior to closure.
*Collect the root cause and track for completion of corresponding problem ticket.
*Logging and Recording
*Correctly & efficiently record and process all incidents and service requests in line with processes and procedures
*Responsible for updating the Knowledge Management database with all relevant information relating to tickets resolved within the L1
*Ensure accuracy of the recording and metric
*Produce MI as required and analyse, as to identify any risks and/or achievement
*Own the relationship with the business for the request
*Acknowledge and respond to users/business promptly
*Handle and resolve customer complaints
*Collect and validate information from business that are necessary for further investigation
*Clarify business impact on incidents
*Keep users/business up to date on the status of the queries/issues reported
*Inform users/business on any events or activities
*Ensure completion of user/business verification posted service recovery
*Maintain key business relationships with users to allow quick assessment of requests and incidents.
*Coordinate DR tests
*Report service target breach and monitor service metrics, report and initiate corrective actions
*Identify threats and vulnerabilities and risks, categorize, estimate probability and escalate
*Contribute ideas on more efficient business-IT operations, turn ideas into actions / plans
*UAT testing and sign-off of all support related items that will be deployed in production.
*Implementing the company's Risk Controls, you will act as the First Line of Defence, ensuring company's systems controls are enforced and exceptions reported.
*Support audits and regulatory reviews as required
The Successful Applicant
*Good Database understanding
*Comfortable with ITIL concepts,
Preferred Relevant Experience: 1+ yrs in production support
Working Hours: Shift operation, on call service
More than 4 years working experiences. Preferred 1+ year relevant working experience in production support
What's on Offer
We put diversity at the heart of our business. Joining us will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit. We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-competitive benefits.