Job Description:
- Reporting to Regional SDM supporting Asia IS&T Service Desk program
- Liaison between Central Support and Service Desk for ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Capability in visualizing reporting with Powerpoint, Excel, etc with good sense of reporting analysis to effectively provide an overview of respective domains
- Ability to perform Problem management/analysis with other Support Groups and capturing the details to prevent recurrence of the top topics in each month
- The Software Specialist will diagnose/investigate/resolve level 2 business application incidents and take ownership of business application incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review;
- Escalate incident to business application experts (L3), and collaborate with them on resolution
- Develop standard procedures for responding to Business Application incidents, with help from Business Application expertise (L3);
- Outline scripts for ASD agents to follow when communicating with users and stakeholders about business application incidents;
- Make sure, all the said processes are reviewed and updated regularly (automate wherever possible);
- Make sure all team members have access to the training guides;
- Use of incident management tool to track, monitor and support the incident response
- Maintain domain knowledge (IT4IT) documentations/knowledge database;
- Manage application access rights
- Train and provide knowledge transfer to ASD agents and proximity as and when required
Job Requirement:
- Able to communication in English, for speak/listen/read/write;
- Min. 3 years of work experience;
- Hands on experience in retail business applications, including front office APPs e.g XSTORE (POS Systems), BI NEMO and back office (SAP, CONCUR) and digital applications e.g. ICON, Wechat Social Binding etc.
- Self-driven and can work independently with minimum supervision
- Good knowledge of ITIL disciplines
- Good knowledge of IT-related domain topics, e.g. End-User Computing, Cloud, Cybersecurity
- Willingness to support and mentor junior staff;
- Able to manage and prioritize and tasks and time efficiently;
- Able to demonstrate initiative and a proactive approach to daily tasks.
