Job Objectives
· Main responsibility is to drive Knowledge Management initiatives for department and assist other department pillars within Service Recovery
· Assist in incident analysis and recommend initiative to improve efficiency, increase productivity and incident deduction.
· Innovative ways to produce MIS dashboard for entire department
· To be responsible for internal MIS report generation and Service Management skillset complimented with relevant good technology.
· Capable of running small projects with peers and production managers
· demonstrated continuous Improvement achievements
· To analyse the current demand trend of production incidents and to provide recommendation for demand deduction and improve efficiency.
· To work with subject matter expert, prepare and coordinate the technical knowledge base (KB) document. The KB document will be used by Helpdesk / production L1 team and new staff/joiner for supporting incidents.
· Being a coordinator to different team including Problem and Change Management. Audit and regulatory matters
Key Responsibilities
· Responsible for MIS reports generation to be used for regular update to internal management and well as business service management
· Perform analysis on demand of production incidents and able to recommend solution for demand deduction
· Participate in knowledge base information gathering, clarification, and analysis in order to evaluate impact and effort estimate and translate into a knowledge base document.
· Critical examination of requirements and understanding of operations and systems.
· Create and modify procedures to solve problems considering technical capacity and limitations.
· Implementing knowledge base library that align with the organization's business objectives.
· Build and maintain repository for deliverables, methodologies, and production support documents
· Coordinate Problem and Change to production systems
Key Requirements
Must have :-
· Bachelor’s degree in computer science/engineering or equivalent
· Have strong coordination skills
· Strong in technology (AS400 is preferred)
· Experience in IT industry for any platform and MIS report generation and service management
· Having good knowledge in domain of Cards & Retail Banking
· Requires superior analytics and problem-solving skills. Experience in system architecture and design
· Ability to work in a fast-paced, team-oriented environment.
· A strong & assertive communicator in speaking & writing
Good to have :-
· Microsoft Certified Professional (MCP)/Microsoft Certified Technology Specialist (MCTS)
· Broad knowledge of hardware, software and programming;
· Skillset in QlikSense, AS400 & UNIX will be added advantage
Essential Technical Skill :-
· Good communication skill and writing skills
· Good power point presentation skills
· Good in writing excel formulas and excel calculations
