Application Support
Role summary:
Responsible for troubleshooting the software applications a company uses and ensuring that tickets are resolved in a timely fashion. Managing the incident process for all business impacting incidents, ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism, owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems and avoid incidents.
Role and Responsibilities / หน้าที่ความรับผิดชอบ
Application Administration & Support
Provide technical support for enterprise-level application systems.
Respond to general questions and trouble tickets in a timely manner.
Research, diagnose, troubleshoot, and identify potential solutions for how to resolve an issue.
Follow best practices for changing control of proposed solutions.
Maintain service reports.
Tier-2 of Bank’s Application Support and incident management (24x7).
Hand Over Application Operation task (from Developer team/Vendor) with proper process and procedure (TTO)
Incident and Problem Management
Manage major incidents from identification to service restoration and closure.
Drive the root cause analysis and produce the RCA documentation within SLA.
Communication of incidents or any outage to customers/users in a clear and meaningful way
Co-ordination between multiple teams for effective resolution and plan
Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes.
Work with alerting & monitoring teams to proactively avoid high priority incidents.
Run major incident ‘blameless postmortem’ sessions after service restoration to ensure avoidance of repeat incidents.
Lead post incident review meetings with customers/users.
Track and manage Problem Records, providing reporting and updates to internal and external stakeholders.
Drive continuous service improvement and incident avoidances.
Qualifications / คุณสมบัติ:
Bachelor's degree or higher in IT related field.
At least 3-5 years of relevant professional IT experience
Experience working with Jira and OpenSearch.
Background in Incident Management in an IT managed service environment
Good analytical, problem-solving, ability to work well independently as well as part of a team.
Ability to handle pressure situations with clarity, focus and professionalism (be proactive, commitment, willing attitude)
Open flexible work conditions to ensure the availability of services and the timely delivery of solutions.
Having experience in a position involving application development and maintenance will be useful.
Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง:
Some Experience in Financial or Banking knowledge and System Analyst skill.
SQL Command Query skill & knowledge
ITIL or ITSM Knowledge
Problem Solving & Decision-Making Skill
Initiative, analytical thinking, troubleshooting and communication skills.
สนใจส่งข้อมูลประวัติการทำงานได้ที่
สายบริหารทรัพยากรบุคคล
ธนาคารเกียรตินาคินภัทร จำกัด (มหาชน)
209 อาคารเคเคพี ทาวเวอร์บี ชั้น 11 ถนน สุขุมวิท 21 (อโศก)
แขวงคลองเตยเหนือ เขตวัฒนา กทม 10110
หรือสมัครผ่านทาง https://career.kkpfg.com/
Line Official Account : https://lin.ee/4lwLPGz
สอบถามข้อมูลเพิ่มเติมได้ที่ 02-495-3465
ธนาคารจะเก็บข้อมูลของท่านไว้เป็นความลับ
และขอสงวนสิทธิ์ในการติดต่อเฉพาะผู้สมัครที่มีคุณสมบัติตรงตามที่ประกาศเท่านั้น