Support Analyst (Technology & Operations / Technology Services / Technical Support / J955)

  • Competitive
  • Petaling Jaya, Malaysien
  • Festanstellung, Vollzeit
  • Standard Chartered Bank Malaysia Berhad
  • 25 Feb 18 2018-02-25

Support Analyst (Technology & Operations / Technology Services / Technical Support / J955)

• Lead and guide teams of support analysts in global & hub locations
• Contribute to seamless management of high critical incidents and ensuring systematic communication to stakeholders by working closely with PSS Team
• Manage SLAs with internal and external teams, as well as, 3rd party vendors
• Handle day to day operational issues including daily health checks of applications and processes, working closely with end users, CIO team (developers) and infrastructure teams, to prioritise and resolve tickets to provide work arounds.
• Encourage & implement continuous process improvement for policy, procedures and production monitoring.
• Help to identify, coordinate and implement initiatives and activities that will create efficiencies and optimise technical processing (SIP initiatives- system improvement plans)
• Able to accurately estimate development efforts, timelines and task plans for projects involving application
• Strong stakeholder management is necessary with CIO, Senior Managers in TS, Country CTMs covering respective applications, Key Business Users.
• Risk and issues escalation and management
• Promote a collaborative team environment that fosters creativity, innovation and high performance
• Ensure team members maintain high standard of professionalism in every aspect of their work
• To communicate and be the focal point of dissemination of information from management to the team and vice versa
• Attend technology and business working committees
• To conduct performance appraisals for the team, identify weaknesses and offer coaching and mentoring in areas that require it.
• To identify and acknowledge team members' strengths and nurture their skills to benefit the team.