Voice & Imaging Support Engineer

Sperton Global AS

Kuala Lumpur

On-site

MYR 108,000 - 156,000

Full time

14 days+

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Qualifications

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 roster.
Experience with 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.

Responsibilities

Provide proactive, timely and efficient production support to bank applications.
Support during business hours and 24x7 on-call coverage.
Provide Level 2 support for user queries and production incidents (event/incident and problem management).
Investigate production issues and respond per defect severity SLAs.
Manage user communications in a timely manner.
Log incident tickets for production issues and user queries.
Follow up on defect/incident closure to meet KPIs.
Ensure system availability per agreed SLA.
Ensure daily end-of-day run completed successfully.
Perform annual DR exercises for supported applications.
Support system engineers with server patches and upgrades.
Keep incident and task docs updated for each release.
Demonstrate professionalism, communication and presentation skills.
Resolve incidents under time pressure; provide workarounds with Java, Unix shell or SQL scripts.
Proactively identify production risks and flag to development teams/users.

Skills

SQL

Unix/Linux

Oracle

Java

Control-M

Scripting

MS SQL Server

Windows IIS

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