Job Description

Our Client a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America are looking for Consultants to be part of the project

The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. They work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Malaysia and overseas branches.

The client has more than 80 years of history in the banking industry and is expanding its footprint in Malaysia.
The selected resource will be working in a newly setup technology centre located in Kuala Lumpur as part of Technology and Operations to deliver innovative financial technology solutions that enable business growth and technology transformation.

For this role, we are looking at specialized Group Applications Support IT Production Support Engineer responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround. Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces. Perform scheduled health check tasks across applications and raise alerts in case required
Able to work in 16X5 shift based environment for support implementations during bank\'s green zone

Responsibilities

• Please note, that this is a L1 level support role for application.
• The specialized Group Applications Support IT Production Support Engineer is responsible to support application wellness in production, investigate production issue raised, and respond to user with feasible workaround.
• Support Bank more than 200 application.
• Examples of applications include pricing system, remittence, atm, electronic payment, cheque, fraud detection, retail lending, IT asset managements.
• Closely follow-up and monitor issue from investigation, pass relevant details to L2/L3 team. Clarify user queries. Make sure system availability as per SLA across countries for multiple applications / interfaces.
• Perform scheduled health check tasks across applications and raise alerts in case required
• Able to work in 24X7 shift based environment, and support implementations during bank\'s green zone
• Investigate production issues, respond based on production incident TRO (target resolution objective) and upkeep FCR (first call resolution)
• Manage and respond to users queries in timely manner and correlate patterns indicative of wider issues or defects
• Timely execute start-of-day, end-of-day and intraday proactive checks for applications
• Perform special events monitoring like ecommerce merchant\'s sale and regular updates to stakeholders
• Manage incident, task SOPs and conduct regular recertification for continued sanctity and validity
• Analyze and conduct service reviews across application groups adding critical value to shift-left and demand management

Skills

Must have

• Less than 3 years production support experience in bank or financial vendors across multiple technologies / platform
• Prior hands-on production support experience of OPEN Systems or AS/400 - might be asked to write or show during interview
• Knowledge in either one of the retail or wholesale payment or customer information systems is a plus
• Willing to work in onsite shift-support model, 16X5, no night shift
• Ability to easily adopt to any technology / environment - UNIX / open, AS/400 and mainframe
• Hands-on experience in writing SQL queries for issues investigations
• Hands-on experience using UNIX commands and parsing logs for issue investigations
• Strong written, oral communication skills and able to manage user / vendor / customer
• Able to work in a fast pace and high pressure working environment

Nice to have

• Good support knowledge in either one of the retail or wholesale payment or customer information systems is a plus
• Good to have experience in supporting banking, payment & finance applications
• Good to Have UNIX
• Good To Have SQL queries and parsing logs
• It is mentioned that prior hands-on production support experience of OPEN Systems or AS/400 - is mandatory but if the candidate attitude is good, this skillset can be learned/trained on the job.

Languages

English: C1 Advanced

Seniority

Regular

Relocation package

If needed, we can help you with relocation process. .

Vacancy Specialization

Other Consulting

Ref Number

VR-99594

Luxoft