Voice & Imaging Support Engineer

Posting Date: 13 Jan 2025

Location: Kuala Lumpur, Wilayah Persekutuan, MY, 59200

About the Department

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. We 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 Singapore and overseas branches.

Job Responsibilities

• Work within the Bank System support team to provide proactive, timely, effective and efficient support to the application
• Supporting during business hours and 24x7 on-call support
• Provide Level 2 support on user query/requirement and production issue raised - Event / Incident and problem management
• Investigate production issues, respond based on production defect severity SLAs
• Manage and respond to users on timely manner.
• Log incident ticket for production issues and user queries
• Follow up on defect and incident closure and meet incident closure KPI
• Make sure system availability as per respective agreed SLA
• Ensure daily end of day execution for supported applications complete successfully
• Perform annual Disaster Recovery (DR) exercise for supported applications
• Provide support to System Engineers on server level patches / upgrade as and when applicable
• Ensure application incident & task documentation is properly updated for each production release
• Enthusiastic, hardworking, proactive and goal-oriented, with excellent communication and presentation skills, demonstrated professionalism and attention to detail
• Proven ability to work and resolve production incidents under strict time constraints and provide workarounds using java snippets or Unix shell or DB scripts etc
• Be proactive to identify any potential risk in production environment and flag that to development team or users

Job Requirements

• 5-7 years of hands on application support experience in the banking industry
• Independent, proactive and self-starter with excellent interpersonal and communication skills.
• Strong analytical and good problem-solving skills.
• Ability to work in a fast-paced and team-oriented environment.
• Experienced or willing to work on 24x7 on-call support roaster
• Experience in working with some of these technical platforms or programming languages – SQL, MS Windows, Unix/Linux, Oracle, Microsoft IIS, MS SQL Server, Oracle, Java, Control-M and Scripting
• Knowledge Avaya Unified Communication systems application support
• Good understanding of ITIL 4 methodology