Key Responsibilities
- Lead and mentor a team of support analysts, overseeing daily technical support operations while actively participating in team activities.
- Collaborate with counterparts in Paris to ensure exceptional support by organizing work, generating reports, handling escalations, and continuously improving efficiency through process optimization and automation.
- Respond to user requests and incidents promptly, prioritizing based on urgency, criticality, and context.
- Manage incident investigations, third-party/vendor communications, and push for resolutions, including identifying workarounds.
- Ensure effective communication with users, senior management, and IT stakeholders during incident management.
- Perform daily support tasks, conduct sanity checks (morning and evening), and handle on-call duties.
- Contribute to change requests, urgent data modifications, and INTPRODs executions.
- Escalate issues when necessary, but maintain primary user contact.
- Push for sustainable solutions and knowledge management.
- Identify root causes of incidents and prioritize remediation actions (Problem Management).
- Contribute to major incident reports and post-mortems when required.
- Advocate for feature development, bug fixes, or automation in case of recurring requests/incidents.
- Keep support documentation updated.
- Serve as the preferred communication channel for IT Run with all stakeholders.
- Contribute to major events (BCP, Disaster Recovery, Production Interventions) by coordinating with other support engineers, users.
- Extend activities to complementary tasks like testing or business analysis if part of the squad.
Requirements :
- The candidate should have minimum 8 year’s experience in application support, with exposure in Banking industry (is a plus).
- Solution oriented, business focused with a mindset to constantly improve production quality and stability.
- Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tolls etc.
- Experience in leading transformation/Implementation for Monitoring tools & Automation.
Company Reg No.: 201131609D | License No.: 11C4684 | Febrianto
