Lead and direct the team to provide L3 and SME level application system support for Cardlink systems and related ecosystems and ensure that all incidents and problems are managed accordingly within the established standard operating procedures (SOP), stipulated service level agreements (SLAs), CIMB Group’s established IT governance and policies including Information Security, Disaster Recovery/Business Continuity Planning framework, applicable regulatory requirements and auditors.
Key Responsibilities *- Drive and execute the operational strategies and work collaboratively with vendors, where applicable, to deliver the most efficient and effective L3 and SME application support throughout Software Development Life Cycle (SDLC).
- Understand the business function and critical IT systems and applications services, business/ systems continuity strategy, monitoring tools and SLAs and provide functional clarity to the team.
- Take ownership of issues and lead the collaboration with multiple teams within GT, systems owners, users and/or vendor, where applicable, to facilitate the incident/ problem troubleshooting/resolution, root cause analyses, recovery and restoration and change management process in accordance with the established SOP and within the stipulated SLAs.
- Lead the incident/ problem diagnosis and analysis and provide technical expertise to the team and relevant stakeholders on the fixes/ changes.
- Provide extensive root-cause analysis and recommendations for issues identified during proactive monitoring and all phases of SDLC.
- Assist L2 support to resolve unsolvable incidents.
- Provide or review support related requirements during IT demand stage.
- Review and sign off application rollout as part of deployment checklist.
- Be the application support SME and participate in Change Approval Board (CAB) as committee member.
- Pro-actively monitor and analyse incidents trend and alert on recurring and potential issues to prevent disruptions and outages as well as provide recommendations for permanent and sustainable corrective actions and solutions to improve the overall stability of the applications systems.
- Lead the collaboration with development teams and vendor, where applicable, to identify and implement workarounds for technical gaps, problems and risks that arise throughout the development lifecycle including performing and managing system maintenance activities in SIT/UAT/regression testing, production, and disaster recovery environment.
- Facilitate knowledge transfer to L1 and L2 support team.
- Manage the support arrangement for planned and unplanned activities and resource work schedules.
- Provide accurate and timely management reports and information as required by management, business stakeholders, auditors, regulators, etc.
- Facilitate collaboration with other pillars within GT to drive improvement in IT support operations, processes as well as share best practices.
- Stay abreast with the development of IT support technology and recommend and implement new technology to enhance support capabilities and features.
- Coach and manage the performance deliverables and quality of the team.
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 6 – 8 years of L2 or 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 *
Competencies/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 Cardlink and Consumer Banking
- Business and Technology Trends on Cardlink 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
- Stakeholder Management
- Prioritisation
- Team Leading
- Coaching
- Collaboration
- Communication
- Conflict Management
- Change Management
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