Technical Support Engineer

Overview

Direct message the job poster from Luxoft

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.

Responsibilities

• Provide application support to various business users. Attend to business queries and business requests promptly. Follow through the business requests to a proper closure
• Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by event monitoring tool
• Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented
• Ensure all incidents and problems are proactively managed - Prioritizing numerous issues of varying severity and escalate issues as appropriate to necessary teams and management
• Collaborate with the development team in identifying resolutions and transitioning of releases into production environment
• Adopt standard Incident and Problem Management workflow and processes, i.e timely ticket, defect and incidents loggings including proper change management processes and quality issue / impacts emails
• Participate in DR / BCM activities or infrastructure related upgrade
• Responsible for capacity management. To monitor & analyse current performance and capacity data and forecast the capacity required by the applications ahead
• Aside from day-to-day support duties, there will be requirements to undertake other responsibilities such as management reporting & other centrally driven project initiatives as needed

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