Job scopes

• Well versed with ITIL Concepts - Incident, Problem, Change and Release Management, Knowledge management
• Perform and manage level 1 and 2 incident and event tickets, determine priority, and resolution within defined SLA in compliance to Client's incident management process
• Escalate incident and event tickets to Level 3 teams within defined SLA in compliance to client's incident management process
• Perform in-depth production incident troubleshooting, resolve any production incident and monitor the fixes to ensure correct resolution.
• Provide trend analysis and root cause analysis on recurring incidents and defects
• Review and plan continuous improvements to ensure smooth running of the applications
• Perform Service Requests (e.g., data patching, extraction of data or report, answer usage queries, etc.)
• Build and update knowledge base from incident and problem tickets
• Must comply with client's standards such as the System Development Life Cycle (SDLC), IT security policies, best practices, procedures & guidelines

Job requirements

• Bachelor's Degree in Computer Science or equivalent
• At least 2 years of relevant experience, Production Support (L1.5) experience Incident Management, Problem Management and Service Request Management
• Good PL-SQL//Sybase/MSSQL, Java and Unix knowledge
• Good troubleshooting skills and able to find root causes of the issues
• Experience in working closely with clients providing required services
• Experience in maintaining and developing applications
• Excellent communication skills and ability to handle communication at different levels and diverse population
• Familiar with Wealth and Asset Management Applications

Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547

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