Responsible for second level support of Omni Channels system issues escalated from first level support team (systems & service monitoring) to ensure highest customer service availability and shortest time of resolution of issues of Omni Channel systems and Enterprise Service Bus (ESB).
Main Responsibilities:
-
Cross-check, confirm and report availability of Omni Channel systems and services (systems hearth-check) every day morning.
-
Monitoring and ensure utilization of Omni Channel systems resources
(processors, memory, disk space & network) are within the acceptable
thresholds (<80), otherwise take necessary upgrade measures in an
effective manner without interrupting customer service.
-
Ensure periodic backups / replication of database, application and
configurations from live servers to Stand-by & Disaster Recovery
(DR) servers are in place.
-
Manage second level incidents and problems in an effective manner
and to the highest service availability at the shortest time of
resolving incidents.
-
Report Omni Channel systems incidents to internal business
stakeholders (Value Added Service, Alternative Channel, Reconciliation,
Customer Contact / Call Center) as well as respective internal technical
stakeholders (Data Center, Power, Network) and track issues until final
resolution.
-
Escalate incidents and problems to third level support and interact
with system vendors and third party business partners to resolve systems
and integrations / interfaces incidents.
-
Implement continuous improvement / upgrades of all Omni Channel
systems and integrations to ensure conformance with performance,
capacity, security and regulatory requirements.
-
Generate reconciliation files and share with respective users, internal and external.
-
Ensure that all SMS notifications to customers for all Omni Channel
transactions are successfully delivered to customers on time.
-
Perform Disaster Recovery (DR) test procedures for Omni Channel
systems between Primary and DR Data Centers, at least once every year.
-
Any other tasks as assigned by the Line Manager.
Attributes
-
Knowledge of banking software technologies & products in the
market, especially Self-service delivery channel services, mobile
banking technologies and cyber security.
-
Knowledge of Database Management systems: Microsoft SQL Server, MySQL, Oracle, DB2, etc.
-
Knowledge of programming languages: PL/SQL, XML, XSL/XSLT, CSS, Java / J2EE, .Net and HTML, etc.
-
Knowledge of Microsoft Windows Server, Red Hat Enterprise Linux (RHEL) and IBM AIX Operating Systems.
-
Knowledge of Service Oriented Architecture (SOA) and non-SOA based Middleware systems: JBoss, Weblogic, WebSphere.
-
Highly motivated and capable to work effectively within a multi-discipline team, as well as work independently.
-
Ability to work with and support a very busy group; responsive and professional telephone etiquette.
-
Network support and troubleshooting knowledge.
-
Technical interaction with vendors, contractors, and other stakeholders.
-
Strong planning, organizing skills and time management.
-
Excellent interpersonal, written and communication skills.
-
Strong management & leadership skills.
Qualifications and Experience
-
Bachelor in computer Science or related academic field.
-
IT professional certifications in ITIL and Project Management.
-
At least 3 years of relevant work/management experience in systems
support, incident & problem management and Omni Channels systems
& integrations support.
-
Omni Channels banking Systems troubleshooting & support experience.
Location: Head Office
Deadline:2017-08-16