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- High-caliber individual with strong motivation and adaptability
- Excellent Career Advancement Potential
About Our Client
Our client is one of the world's largest banking and financial services organisations. The Group has around 8,000 offices in 87 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa.
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.
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
*Opportunity to work with the newest technologies
*High-caliber individual with strong motivation and adaptability
*Challenging role in leading global bank expanding rapidly in Asia Pacific