Gbs - Cb - Channel & Services (My & Sg) My (L2
5 months ago
**Job Purpose **
- To manage L2 Support personnel to ensure Incident and Problem tickets are resolved within agreed SLA
**Key Responsibilities **
- To monitor L2 incident tickets queue (Config related) to ensure tickets are resolved within SLA
- Provide guidance and assistance to L2 support personnel (Config) on incident tickets
- Receive and investigate problem logs to determine recommended resolution
- Escalate/Work with EAD team to resolve reported problems
- Plan and implement Service Improvements & Automations
- Ensure incdent and problem tickets are resolved within SLA
- Coordinate thorough testing of the developed solution
- To assign ITSR to the team and monitor the progress of the ITSR
- Provide regular feedback and status of issues to the appropriate parties, including inputs to knowledge base
- Establish root cause for issues resolved
- To provide support during off office hours including weekends
- To coordinate VAPT remediation with respective team members and VAPT team
**Job Specification *
**Qualifications**:
- (Basic Degree/Diploma etc.)Diploma / Degree (Computer Science, MIS or a similar technical field is preferred)
- Professional Qualification and/or Regulatory, Licensing requirements- N/A- Relevant Work Experience- Minimum 5-8 years of experience as a Siebel Configurator
- Knowledge of banking / financial services system in the sales, service, operation or products area with min 3 years in consumer banking
- Knowledge in PL/SQL is an added advantage
**Required Competencies and Skills *
Competencies/Skills
- (Essential to succeed in this job)Technical/Functional skills
- Oracle Siebel Configuration knowledge on applets, business process, work flow development and configuration, RCR job execution
- eScripting development knowledge.
- Oracle 11G
- Investigation and root cause analysis
- Strong troubleshooting skill is required
- Analytical - synthesizes complex or diverse information.
- Problem Solving - identify and resolve problems in a timely manner.
- Judgement - able to make decisions, exhibit sound and accurate judgement.
- Knowledge in Java programming, C Sharp Programming and Windows Presentation Foundation is an added advantage.
Personal skills (Soft Competencies [Core/Leadership])
- Customer Service oriented.
- Ability to perform multiple tasks simultaneously whilst working under pressure.
- Strong written and verbal communication skills, interpersonal skills and the ability to interface effectively with all levels of users.
- Forward thinking, dynamic and innovative
- Demonstrated systems thinking ability
- Ability to work independently
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