Lead, Application - Tech Business Solutions

Lead, Application - Tech Business Solutions

CIMB Federal Territory of Kuala Lumpur, Malaysia

Key Responsibilities

• Lead and direct the team’s daily operations of application system support for eComm systems, CAF system 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 IT governance and policies including Information Security, Disaster Recovery / Business Continuity Planning framework, applicable regulatory requirements and auditors.
• Drive and execute the operational strategies to deliver efficient incident management operations and monitoring of application system performance and availability throughout the lifecycle of IT application systems from new implementation, production, changes to enhancements.
• Understand the business function and critical IT systems and applications services, business / systems continuity strategy, monitoring tools and SLAs and provide guidance and functional clarity to the team.
• Take ownership of issues and lead collaboration with multiple teams within GT, systems owners, users and / or vendors, where applicable, to facilitate 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.
• Review incident / problem diagnosis and analysis and provide feedback to the team and relevant stakeholders on fixes / changes; escalate to superior for review or next action / decision when necessary.
• Track closure of all reported incidents and problems and ensure that tickets / incidents beyond scope are escalated accordingly for immediate action in a timely manner.
• Pro-actively monitor and analyse incident trends and alert on recurring and potential issues to prevent disruptions and outages; provide recommendations for permanent actions to improve overall stability of the applications systems.
• Lead collaboration with development teams and vendors, where applicable, to identify and implement workarounds for technical gaps, problems and risks; manage system maintenance activities in SIT / UAT / regression testing, production, and disaster recovery environment.
• Manage the support arrangement for planned and unplanned activities and resource work schedules.
• Act as a central point of contact with key users and vendors and enforce adherence to SLAs.
• Provide accurate and timely operational and 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.
• Coach and manage the performance deliverables and quality of the team.

Job Specification

Qualifications

Required Competencies and Skills

Seniority level

Employment type

Job function

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