Job Summary

You will the IT Service Management team's member for service and operate to meet IT Operation & Services excellence objectives.

Role and Responsibilities

หน้าที่ความรับผิดชอบ

Application Administration & Support

An application support engineer (ASE) is an IT professional who is responsible for troubleshooting the software applications a company uses and ensuring that tickets are resolved in a timely fashion.

• Provide technical support for enterprise-level application systems.

• Respond to general questions and trouble tickets in a timely manner.

• Research, diagnose, troubleshoot, and identify potential solutions for how to resolve an issue.

• Follow best practices for changing control of proposed solutions.

• Maintain service reports.

• Tier-2 of Bank's Application Support and incident management (24x7).

• Hand Over Application Operation task (from Developer team/Vendor) with proper process and procedure (TTO)

Incident and Problem Management

The Incident & Problem Manager is accountable for managing the incident process for all business impacting incidents, ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism.

The Incident & Problem Manager is responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents.

• Manage major incidents from identification to service restoration and closure.

• Drive the root cause analysis and produce the RCA documentation within SLA.

• Communication of incidents or any outage to customers/users in a clear and meaningful way

• Co-ordination between multiple teams for effective resolution and plan

• Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes.

• Work with alerting & monitoring teams to proactively avoid high priority incidents.

• Run major incident 'blameless postmortem' sessions after service restoration to ensure avoidance of repeat incidents.

• Lead post incident review meetings with customers/users.

• Track and manage Problem Records, providing reporting and updates to internal and external stakeholders.

• Drive continuous service improvement and incident avoidances.

Qualifications

คุณสมบัติ

Bachelor's degree or higher in IT related field.

• 3-5 years of relevant professional IT experience

• Background in Incident Management in an IT managed service environment

• Good analytical, problem-solving, ability to work well independently as well as part of a team.

• Ability to handle pressure situations with clarity, focus and professionalism (be proactive, commitment, willing attitude)

• Open flexible work conditions to ensure the availability of services and the timely delivery of solutions.

• Having experience in a position involving application development and maintenance will be useful.

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง

• Some Experience in Financial or Banking knowledge and System Analyst skill.

• SQL Command Query skill & knowledge

• ITIL or ITSM Knowledge

• Problem Solving & Decision-Making Skill

• Initiative, analytical thinking, troubleshooting and communication skills.