Department: Core Banking System and Applications Management
Application Deadline: 2022-08-19
Develop work plan for service delivery team;
Manage day-to-day operation of service delivery and team performance;
Manage and monitoring on the escalation process to next level support;
Manage and monitoring of the response and resolution SLA on incident and service request to ensure meet with agreed SLA;
Prepare internal control report that align with key risk indication;
Measurement of team work and customer satisfaction report;
Helping service delivery team with problem solving to ensure effectiveness and efficiency of working;
Analyst the root cease of incident in order to provide solution and moving to next level support;
Troubleshooting and provide correct analyst action;
Follow up with customer to identify area of improvement;
Drive and manage proof-of-concepts for automating T24 services and submit results to Deputy/Head of department and other related stakeholders for validation;
Coordinate with Application Development and Application Support units on release management and code/application promotion ensuring accurate and timely deployment;
Manage the installation of patches and T24 version upgrades, maintaining the system at the correct version level based on product feature offerings, and issue resolution needs;
Develop daily , weekly, monthly reports in order to produce more productivity of service delivery team;
Develop service request and process flow enhancement to provide better customer experience.
REQUIREMENTS
Bachelor degree in IT or Accounting/Finance;
Good knowledge of English;
At least 4 years’ experience in relevant works and knowledge of T24 system;
Good knowledge of computer applications such as words, excel, power point;
Core Banking experience, preferably T24;
Ability to work independently and with team;
Good analytic and communications skill (verbal/written);
Deadline oriented individual with proven excellent customer service skills
