Job Description

: Job Purpose *
Perform the daily activities of IT application support in accordance with the established standard operating procedures (SOP), stipulated service level of agreements (SLA), applicable regulatory requirements, CIMB Group Technology (GT) standards, and Disaster Recovery/Business Continuity Planning framework for OCM24 systems and related ecosystems.
Key Responsibilities *

• Work in collaboration with internal teams or vendors, where applicable, to perform end-to-end IT application support from diagnosis, troubleshoot, recovery, restoration, tracking to closure for new implementation, production, changes to enhancements in accordance with the established SOP and within the stipulated SLA.
• Perform system maintenance activities as well as coordinate thorough testing activities in various environments including but not limited to SIT/UAT/Regression Testing, production, and disaster recovery.
• Configure automated system alerts and perform pro-active monitoring of the systems performance and availability.
• Perform application and UAT batch run support upon authorization from EAD / project team.
• Execute TCP port reset upon authorization from level 2 support.
• Work with vendor on unresolved incidents.
• Manage incident logging and ticketing queues by acknowledging, monitoring, tracking and reporting the status and escalate, when needed, on a timely manner for immediate action.
• Review and contribute to the root cause analysis and permanent corrective actions.
• Conduct investigation of incident/problem tickets and application issues, report findings and propose resolution as well as alert superior, relevant GT teams or users on recurring and potential issues to prevent disruptions and outages of the applications systems services.
• Provide regular feedback, status and reporting of incidents/ problems for management and impacted stakeholders updates on a timely manner.
• Execute and provide support to planned and unplanned activities including standby for high severity incidents and application availability and performance related issues.
• Assist in the production deployment, technology refresh or migration including initiate and manage requests and necessary approvals for changes and upgrades.
• Assist in the systems integration testing with GT partners and business users.
• Collate and prepare ticket status, operational reports and information as required by management, business stakeholders, auditors, regulators, etc.
• Actively participate in and contribute to the improvement of IT support operations, processes as well as share best practices.

Job Specification *

Qualifications

(Basic Degree/Diploma etc.) Bachelor\'s Degree in Computer Science, Information Technology or related discipline
Professional Qualification and/or Regulatory, Licensing requirements
Relevant Work Experience

• Minimum 2 - 6 years of experience in IT production support operations in commercial, service-based or vendor organisation or established banks/ financial institutions
• Experience in Debit Card, SST business are added advantages

Required Competencies and Skills *

Competencies/Skills

(Essential to succeed in this job)

Technical/ Functional skills

• Cobol, JCL, CICS
• Application Servers: Mainframe
• Knowledge on CICS
• Operating Systems: zOS
• Network: TCP/IP, LAN, WAN
• Programming Languages: Cobol, JCL
• Databases: VSAM
• Critical Applications on OCM24 and Consumer Banking
• Business and Technology Trends on OCM24 and Consumer Banking
• 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

Non-Technical Skills

• Attention to Details
• Organisation
• Prioritisation
• Interpersonal
• Communication
• Independent
• Task Driven

CIMB