Assistant Vice President, GT-TBS, GCDB Application Delivery Non-Digital, eComm/CAF (Application Support Lead)
- Malaysia
- Permanent
- Full-time
Key Responsibilities *
- Drive and execute the operational strategies to deliver the most efficient and effective incident management operations and monitoring of application system performance and availability throughout the lifecycle of IT application systems from new implementation, production, changes to enhancements.
- Understand the business function and critical IT systems and applications services, business/ systems continuity strategy, monitoring tools and SLAs and provide guidance and functional clarity to the team.
- Take ownership of issues and lead the collaboration with multiple teams within GT, systems owners, users and/or vendor, where applicable, to facilitate the incident/ problem troubleshooting/resolution, root cause analyses, recovery and restoration and change management process in accordance with the established SOP and within the stipulated SLAs.
- Review the incident/ problem diagnosis and analysis and provide feedback to the team and relevant stakeholders on the fixes/ changes and where necessary, escalate to superior for review or next action/ decision.
- Track closure of all reported incidents and problems and ensure that tickets/ incidents beyond the scope are escalated accordingly for immediate action on a timely manner.
- Pro-actively monitor and analyse incidents trend and alert on recurring and potential issues to prevent disruptions and outages as well as provide recommendations for permanent and sustainable corrective actions and solutions to improve the overall stability of the applications systems.
- Lead the collaboration with development teams and vendor, where applicable, to identify and implement workarounds for technical gaps, problems and risks that arise throughout the development lifecycle including performing and managing system maintenance activities in SIT/UAT/regression testing, production, and disaster recovery environment.
- Manage the support arrangement for planned and unplanned activities and resource work schedules.
- Act as a central point of contact with key users and vendors and enforce adherence to SLA.
- Provide accurate and timely operational and management reports and information as required by management, business stakeholders, auditors, regulators, etc.
- Facilitate collaboration with other pillars within GT to drive improvement in IT support operations, processes as well as share best practices.
- Coach and manage the performance deliverables and quality of the team.
Professional Qualification and/or Regulatory, Licensing requirementsITIL V3 Foundation Certification (Added Advantage)Relevant Work Experience
- Minimum 8 - 10 years of experience with 5 years of team leading role for IT production support operations in commercial, service-based or vendor organisation or established banks/ financial institutions
- Experience in managing support for mission critical enterprise applications, on O/S and RDMS related support
- Proven ability in evaluating impact and severity of incidents by defining or understanding the problem statement
- Experience working in a collaborative multi-disciplinary and international environment
- Application Servers: Tomcat
- RDBMS, Object Oriented Approaches and Methodology
- Operating Systems: Window 2019, Read Hat Linux
- Network: TCP/IP, LAN, WAN
- Programming Languages: PL/SQL, SQL
- Databases: MSSQL Server, MySQL
- Critical Applications on Siebel CRM and Consumer Banking
- Business and Technology Trends on Siebel CRM and Consumer Banking
- Siebel Skillsets: Siebel EIM, Siebel Configuration, Siebel Workflow, Siebel EAI, Siebel Server Administration
- Incident, Problem and Change Management Practices
- ITIL Framework
- Software Development Life Cycle (SDLC) Framework and Practices
- IT Monitoring Tools and Automation Processes
- Banking Functions and Operating Environment
- Local and International Regulatory Requirements and Guidelines
- Technology Risk Drivers
- Business Awareness
- Analytical
- Troubleshooting
- Problem-Solving
- Team Leading
- Coaching
- Customer and Service Oriented
- Stakeholder Management
- Change Management
- Troubleshooting, Investigation and Diagnostic
- Analytical
- Problem Solving
- Collaboration
- Communication
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