IT Technical Officer

-Job description

**Some careers grow faster than others.**

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

**HSBC Digital Business Services** is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking an ambitious individual to join our Technology team in the role of **IT Technical Officer - Telecommunications.**
The job holder is required to assist the Manager Telecoms to ensure that efficiency and service standards set for the department is met. This is done by ensuring daily monitoring and health checks are performed on the key Telecoms services to meet uptime and availability SLAs. Any exception that has user impact is to be escalated immediately (within guidelines) and remedial actions taken to minimise outage and impact to the business.
The job holder is required to maintain supportive working relationship with internal and external users, learn and share best practices with support parties both in country and regional.
- Ensure all Telecoms services are provisioned to internal customers with the highest availability and quality.
- Provide and support Telecommunications services under the various HSBC Group Telecoms domains to HBMY and other local entities located in Malaysia.
- Comply with guidelines in the IT FIM.
- Support the Manager Telecoms to ensure group technology policies, controls and standards are complied with.
- To keep all Telecoms hardware and software up to date with the latest group certified version.
- Plan, manage and monitor resources for daily operations of all Telecoms services in supporting the business, implementing quality and innovative services to achieve continuous improvement in operating efficiencies and reduction in unit cost.
- Maintain high network availability, ensuring effective escalation of critical exceptions to minimize service interruptions, continuous support is given to both internal and external parties to achieve maximum service uptime.
- Coordinate with service providers e.g. telcos, IT equipment/software vendors.
- Effectively track, monitor and manage the service quality and turnaround time of IT service providers ensuring that their service quality are consistent, meet SLA and match the high standard of service provided by the Bank.
- Support Manager Telecoms and, in his absence, Assistant IT Project Manager.
- Adhere to instructions in performing in the daily operations and support tasks.
- Comply with various checks and controls guidelines to reduce operational risk and ensure observance of HSBC Internal Control Standards, including the timely implementation of recommendations made by internal/external auditors & external regulators.
- Ensure awareness of IT FIM, SOX, BNM compliance requirements & implementation of Group Compliance Policy. Maintain awareness of operational risk including its identification, assessment, mitigation & control, loss identification & reporting in accordance with Section B.1.2 of the Group Operations FIM.
- Identify deviations from approved procedures and recommending improvements/modifications and executing remedial actions where necessary.
- Contribute to the overall Bank strategy on quality management, control and productivity. Manage operational costs/overheads without compromising security, risks and financial loses, generate ideas to streamline and improve workflow for greater efficiency and productivity.
- To ensure that capacity plans are reviewed regularly to support business growth.
Requirements
- Bachelor's Degree in IT or related field along with 2 to five years of experience in a fast paced environment.
- Must have sound technical troubleshooting and analytical skills in Telecommunications. Preferably with professional certifications such as Cisco CCNA/CCNP, Checkpoint CCSA/CCSE.
- Ability to build strong relationships and communicate on complex issues with a wide spectrum of stakeholders.
- Understanding of business finance and experience of effective management of budgets and expenditure.
- Comprehensive understanding of banking in context of wider industry trends and direction.
- An excellent ability to communicate both verbal and in writing.
- Able to work under pressure and possible long working hours.
- Fast learner with excellent troubleshooting skills.
- Able to work independently and in a responsible and dependable manner.
- Proactive, self-motivated and good team player and driven to achieve success.

**Opening up a world of opportunity.**

**Issued by HSBC Bank Malaysia Berhad