GTCBIB - EAD Regional 1P (Dev Team 1) - System Support Lead - AVP

GTCBIB - EAD Regional 1P (Dev Team 1) - System Support Lead - AVP

Kuala Lumpur Malaysia
Not Specified
Not Specified

Job Description

Provide support to L3 application system support in accordance with the established standard operating procedures (SOP), stipulated service level of agreements (SLAs), CIMB Group’s established IT governance and policies including Information Security, Disaster Recovery/Business Continuity Planning framework, applicable regulatory requirements and auditors for Cardlink systems and the related ecosystems.
Key Responsibilities *
  1. Work in collaboration with internal teams or vendors, where applicable, to resolve L3 or complex IT application support from diagnosis, troubleshoot, recovery, restoration, tracking to closure throughout Software Development Life Cycle (SDLC) in accordance with the established SOP and within the stipulated SLAs.
  2. Carry out proactive system monitoring and when required, support and assist in testing activities in various environments including but not limited to SIT/UAT/Regression Testing, production, and disaster recovery.
  3. Carry out extensive root-cause analysis and recommend solutions for identified issues.
  4. Conduct thorough root cause analysis, incident trend analysis and recommend effective and sustainable corrective actions.
  5. Work with vendor on unresolved incidents.
  6. Assist in the production deployment, technology refresh or migration including initiate and manage requests and necessary approvals for changes and upgrades.
  7. Collate and compile support related requirements during IT demand stage for the team’s review and action.
  8. Provide support in implementing workarounds to close and solve technical gaps, problems and risks including performing and managing system maintenance activities in SIT/UAT/regression testing, production, and disaster recovery environment.
  9. Manage incident logging and ticketing queues and escalate, when needed, on a timely manner for immediate action.
  10. Organise knowledge transfer to L1 and L2 support team.
  11. Carry out planned and unplanned support related tasks.
  12. Prepare regular feedback, status and reporting of incidents/ problems for management and impacted stakeholders updates on a timely manner.
  13. Actively participate in and contribute to the improvement of IT support operations, processes as well as share best practices.
(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 6 – 8 years of L3 IT support operations in large commercial, service-based or vendor organisation or financial institution
  • Background in IT infrastructure, network, software development and/or security

Required Competencies and Skills *
(Essential to succeed in this job)
Technical/ Functional skills
  • Mainframe, Java, JSP, EJB, JSTL, JMS
  • Application Servers: IIS, Tomcat, IBM Websphere
  • RDBMS, Object Oriented Approaches and Methodology
  • IBM MQ Series
  • Web Programming: Microsoft FrontPages, JavaScript, HTML, CSS
  • Operating Systems: Window NT, Window 2000, Unix
  • Network: TCP/IP, LAN, WAN
  • Programming Languages: Cold Fusion, Pascal, C/C++
  • Databases: mySQL, Microsoft Access, Oracle, db2, MSSQL
  • Critical Applications on 1P and Consumer Banking
  • Business and Technology Trends on 1P 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

Job Details


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