Service Recovery Lead

2 weeks ago

Kuala Lumpur, Malaysia Avows Technologies Sdn Bhd Full time

This is a **leadership role managing 40+ members across L1 and L2 support teams**. They will need to come from **core banking/AS400 background**as there will be a technical screening. Must be willing to work in office every day.

open to expats.

**Responsibilities**:
1. Incident Management:
2. Problem Management:
3. Change Management:
4. Service Management:
5. Communication:
Monitoring: Continuously monitor banking systems for any issues or anomalies.
Resolution: Quickly respond to and resolve incidents to minimize downtime and impact on business operations.
Escalation: Escalate unresolved issues to higher-level support or development teams.

Root Cause Analysis: Investigate recurring issues to identify root causes and implement permanent fixes.
Documentation: Maintain detailed records of problems and solutions for future reference.

Review: Assess and approve changes to banking systems to ensure they do not disrupt operations.
mplementation: Coordinate and oversee the implementation of changes.

SLA Compliance: Ensure that service level agreements (SLAs) are met.
Reporting: Generate regular reports on system performance and incidents.

Stakeholder Interaction: Communicate effectively with stakeholders, including business users, IT teams, and
vendors.
Status Updates: Provide regular updates on system status and ongoing issues.

6. Team Leadership:
Mentoring: Guide and mentor junior support staff.
Coordination: Coordinate activities within the support team to ensure efficient operation.

7. Continuous Improvement:
7/30/25, 4:42 PM

Job Description Print Preview

Process Optimization: Identify opportunities to improve support processes and system performance.
Training: Conduct training sessions for staff on new systems and procedures.

Job Requirements
- Degree in computer science/engineering or related disciplines.
- Independent, proactive and self-starter with excellent interpersonal and communication skills.
- Strong analytical and good problem-solving skills.
- Ability to work in a fast-paced and team-oriented environment.
- Good functional and technical knowledge of different banking domains ( retail, wholesale, investment banking,

Global Market etc)

Technical Skills Required:
1. Banking Systems Knowledge:

- Core Banking, Private Banking, Global Market Applications: Familiarity with banking systems.
- Payment Systems: Understanding of payment processing systems such as SWIFT, ACH, and RTGS.
- Data Warehousing system

2. Database Management:

- SQL: Proficiency in SQL for querying and managing databases.
- Database Administration: Experience with database management systems like Oracle, SQL Server, or MySQL.

3. Operating Systems:

- Unix/Linux: Strong knowledge of Unix/Linux operating systems for server management.
- Windows Server: Experience with Windows Server environments.
- AS400

4. Monitoring Tools:

- Application Performance Monitoring: Familiarity with tools like ITRS Geneos
- Infrastructure Monitoring: Experience with tools like Splunk.

Good to have:

- Good understanding of ITIL methodology
- Experience in working with some of these technical platforms or programming languages - Unix, Oracle,

Sybase,
C++, and Scripting.
- Cloud Computing: Familiarity with cloud platforms like AWS, Azure, or Google Cloud.

**Job Types**: Full-time, Permanent

Pay: RM10,000.00 - RM23,000.00 per month

**Benefits**:

- Health insurance
- Professional development

Work Location: In person

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