Job Description

ROLE PURPOSE

Deliver
efficient and reliable support services for information accessibility, business
operations efficiency and increased organisation productivity that contributes
to the Bank’s IT strategy and roadmap

AND ACCOUNTABILITY

· Assist Support Manager in
managing reported incidents, problems, system enhancements and program fixes of
IT solution which covers the various phases of the system development life
cycle, from the business requirements gathering, design, develop, test until
the deployment while ensuring the adherence to BNM’s IT policies, guidelines
and procedures

· Collaborate with the
business users to provide timely and satisfactory support services which
include pro-active technical advice and guidance on the usage of supported
application/software, application/software updates and the impact to business

· Ensure continuous
availability of applications by conducting application maintenance services
such as application health check, performance monitoring tuning and capacity
planning. Improve the maintenance of applications from preparation of impact
analysis and recommendations to successful implementation of the approved
changes and fixes

· Provide support services
to stakeholders by ensuring all reported incidents, problems and issues are
resolved within agreed service level agreements with minimal impact to business
operations. Perform problem root cause analysis, develop resolution steps for
common problems and recommend improvement to procedures and controls for
problem preventive measures

· Collaborate with IT
infrastructure teams and service providers throughout problem resolution
process and monitor the problem resolution activities to ensure problems are
resolved according to the service level agreement and compliance to IT
standards and procedures

· Continuously keeping
abreast with technology development to enable optimisation of the Bank’s IT
infrastructure and application for the improvement of IT solutions delivery to
business users

· Build and maintain relationship
with external expert and peers in other organizations in order to benchmark and
research appropriate technology and processes for enhancing IT services in the
Bank

QUALIFICATION / EXPERIENCE:

· Bachelor degree or higher
qualification in Computer Science, Information Technology , Information
Systems, Software Engineering or relevant professional qualification

· Experience: At least
2-year working experience in software development and application support.
Experience in ITIL is an added advantage. Fresh graduates are encouraged to
apply.

· Knowledge: System
development life cycle, system analysis and design, database management and
technically strong in all or some of these software: Visio, SQL, Oracle, Visual
Basic, ASP, PHP, JAVA, .NET, C/C++, IIS, Unix, Unix Shell Script Programming,
SAP Data Services, MS SSRS, MS SSAS, MS SSIS, Apache, MS Sharepoint, IBM
Cognos, IBM TM1, IBM Websphere and IBM DB2

TECHNICAL COMPETENCIES

· Emerging Technology• IT System Support and
Maintenance

· IT Systems and Technology • IT Project Management

· Technical Architecture•
Procedure, Systems and Methods

· System Development

LEADERSHIP COMPETENCIES

· Acts for the Greater Good

· Integrated Thinking

· Environmental Awareness

· Holistic Collaboration

· Engage and Influence
Stakeholders

· Organisational
Understanding

· Leveraging on Strategic
Relationships

· Empowerment with
Accountability

· Build Team Capability

· Drive Performance
Excellence

· Executive Maturity

· Self Confidence

CRITICAL SUCCESS FACTORS

· Ensure Ability to
understand the application business area and perform application support,
software testing, software design & development, application integration,
and project management in system development

· Good understanding of
high availability design and concept (eg failover, clustering), application
security testing, windows desktop environment and server technology (Unix,
Linux and Windows environment), authentication and access control principle

CHALLENGES

· Continuously develop the
technical skills with the technology advancements

· Ability to provide
reliable and effective application support in meeting the service level
agreement

· Ability to work after
office or during weekends, and travel to recovery site (whenever required) for
project activities and for system support