Job Description

: Job Purpose *Perform the daily activities of IT 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 the assigned supporting function i.e. Business Enabler (BE) within CIMB Group.
Key Responsibilities *

• Handle, in collaboration with internal teams or vendors, where applicable, and contribute to the end-to-end activities of reported incidents/problems and escalations from diagnosis, troubleshoot, recovery, restoration, tracking to closure, throughout the lifecycle of IT application systems from 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 with testing team and/or users in production, and disaster recovery.
• Configure automated system alerts and perform pro-active monitoring of the systems performance and availability.
• 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 and on-going status of incidents/ problems to impacted stakeholders 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 and 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.

Key Dimension of Impact *
Job Specification *Qualifications(Basic Degree/Diploma etc) Bachelor\'s Degree in Business Studies
Professional Qualification and/or Regulatory, Licensing requirementsN/ARelevant Work Experience

• 18 years of IT support operations in large commercial, service-based or vendor organisation or financial institution
• Working experience with Apache, IBM Websphere or Oracle WebLogic are essential
• Experience in Shell Script is an added advantage
• Background in IT infrastructure, network IBM AS400 & Wintel Server
• 7 years in Banking Operations

Required Competencies and Skills *Competencies/Skills(Essential to succeed in this job)Technical/ Functional skills

• Incident, Problem and Change Management Practices
• Root Cause Analysis Practices
• ITIL Framework
• Software Development Life Cycle (SDLC) Framework and Practices
• IT Monitoring Tools and Automation Processes
• Diverse IT Operating Environment i.e. Mainframe, Windows, Unix and Linux
• Windows Scripting and Administration
• Active Directory
• Network Administration
• Apache, IBM Websphere or Oracle WebLogic
• Shell Script (Added Advantage)
• Database Design Models and SQL Queries
• Banking Functions and Operating Environment
• Technology Risk Drivers
• Analytical
• Troubleshooting
• Problem-solving

Non-Technical Skills

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

CIMB