Voice & Imaging Support Engineer

Sperton Global AS; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

An established industry player is seeking a dedicated Application Support Specialist to join their dynamic team. In this pivotal role, you will provide essential Level 2 support for banking applications, ensuring timely resolution of user queries and production incidents. Your expertise will contribute to maintaining system availability and enhancing operational efficiency. If you thrive in a fast-paced environment, possess strong analytical skills, and are eager to tackle challenges head-on, this opportunity is perfect for you. Join a forward-thinking organization where your contributions will make a significant impact on banking operations both locally and internationally.

Qualifications

• 5-7 years of application support experience in the banking industry.
• Proven ability to resolve production incidents under strict time constraints.

Responsibilities

• Provide Level 2 support on user queries and production issues.
• Ensure system availability and manage incident ticket logging.

Skills

Application Support

Problem-Solving

Analytical Skills

Communication Skills

Proactive Attitude

Tools

SQL

Unix/Linux

Oracle

Java

Control-M

MS SQL Server

Microsoft IIS

Avaya Unified Communication

Job description

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