Supervisor, Major Incident M/F

3 weeks ago

Cyberjaya, Malaysia CACEIS Full time

Description du poste

What is the opportunity?

CACEIS was set up in Cyberjaya, Malaysia in July 2023 with approximately 1,000 employees, with the acquisition of RBC investor Services European business and Malaysia centre of excellence.

CACEIS Malaysia is a processing center of operational excellence supporting 11 countries across three geographical time zones. Malaysia is one of two operational processing hubs that supports Custody - Transaction Management; Settlements; NAV Production; Fund Reporting; Shareholder Services; Global Fund Platform Services; Data Service Delivery; Entitlements income and corporate actions and Reconciliations. The country employs a Global Operating Model to maximize efficiencies across times zones and supports a 22/7 operational capability. The objectives for Malaysia are to enhance the scalability of our global operations, improve service quality via our centres of excellence and to implement/leverage standard processes globally.

The individual is responsible to create and secure of the conditions for continuous and available IT production for all CACEIS professions in compliance with the Group's quality standards and requirements.

Working hours: 9:00AM 6:00PM

What will you do?

Incident Management, Infrastructure and Operation Support:

The IT Support Officer is at the receiving end of incident notifications (Service Desk and Supervision); he/ she is the incident manager on the entire infrastructure perimeter.

· Provide technical support on the LAN, WAN and laisse with head office infrastructure team on all change projects.
· End user support on all IT matters, including workstations, MSOffice, Outlook, Java, Citrix desktop etc Define, with help from all the stakeholders, the action plan aiming at constantly improving the process (issues management). Follow up on the action plans in question.
· Supports incidents raised by providers (DXC, CA-GIP), business lines, business Helpdesks and IT teams
· Provides 2nd level support in diagnosing the incident and escalating to 3rd level support if necessary;
· Record, track, monitor and report on all running incidents.
· Communicates the workaround or final solution to the incident if known.
· Resolve the incident as quickly as possible;
· Participates and coordinates coordination units for IT during major incidents.
· In the event of a major incident, ensure the global management of the issue and ensure communication with the Help Desk and users.
· Control the quality of the incident database (knowledge database), the relevance of the information input inside the database by the handlers and the associated reports.
· Monitoring of criterial applications and servers performance.
· Ensure daily operations batch runs for criterial application are completed, liaise with data centre and head office to investigate and solve for batch and technical issues.

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