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
