Position
As Application Support Analyst, it’s a L1 & L2 role for Global Support, you will be involved with Incident communication, Problem follow-up, transversal coordination of key initiatives to provide support for both the Asian and Europe Region.
This position is part of a support team for Cash & Coorporate Banking applications. They are deployed across the ASIA & EMEA in multiple entities which targets to:
- Payments, domestic and cross border
- Financing
- General Ledger
- Accounting
- Financial reporting for local regulator or Head Office.
- Trade Finance
- Loan Management
- Channels
The solutions are built and supported in Paris and in Singapore.
Scope of Work
- Manages user requests & incidents in a timely manner
- Prioritizes User requests based on their urgency, their criticality and their context. Ensure all incidents investigation and follow-up in case of third-party / vendor involvement, communication and pushes for resolution including workaround identification
- Ensures adequate and efficient communications toward users, senior management and other IT stakeholders during incident management process (major or minor).
- Ensures Daily support tasks
- Ensures sanity checks are performed (morning, evening) and on-calls duty
- Contributes to change requests, urgent data modifications and INTPRODs executions
- Escalates issues if need be, but remains the main point of contact for the user
- Pushes for sustainable resolutions and sustain knowledge management
- In case of Incident, ensures root cause is properly identified and remediation actions defined and prioritized (Problem Management)
- Contributes to major incident reports and post-mortems when required
- In case of recurrent Request/incidents, pushes for the creation of a Feature Development/bugfix, or automation
- Keeps the support documentation up-to-date
- Acts as the IT Run preferred communication channel with all stakeholders
- Contributes to Major events (BCP, Disaster recovery, Production interventions, etc.) synchronizing with other Support engineers, Users, and stakeholders.
- May extend his activities to complementary tasks like Testing or BA if part of the squad.
- Incident communication
- Problem follow-up
- Transversal coordination of key initiatives.
- Must have skllls as Good communicator, who can transalate technical issues in Simple language which is understantable and relatable with Business and Operations.
Required Skills
- 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.
- Excellent analytical skills
- Ability to multi task and manage stress while maintaining empathy for end users.
- Exposure to Monitoring tools & Automation.
- Good communicator and have managed Operations & Business.
- Problem-Solving mindset with orientation towards Continues Improvement.
- Functional knowledge of similar kinds
Experience
- The candidate should have Rich banking experience in handling business and Operation uses.
Next Step
Prepare your updated resume and expected package.
Simply click on 'Apply here' or email to [email protected] to drop your resume
All shortlisted candidates will be contacted.
Prasant Sirohi
EA License Number: 91C2918
Registration Number: R22106307
