KEY ACCOUNTAIBILITIES
- First level of technical support for all reported incidents and support IT Level 2&3 to resolve complex and severe incidents.
Take ownership of reported incident from evaluation to recovery.- Trigger and ensure the execution of existing workaround or recovery action if the incident is known issue and recovery is available.
Lead the discussion with IT Level2&3 Production support other relevant IT teams and business users and follow through the workaround or recovery action required in resolving the incident.
- Lead the discussion with IT Level2&3 Production support, other relevant IT teams and business users on the root cause of the incident and follow-up on the implementation of permanent solution.
Discuss with business users on the impact of the incident, progress of the incident recovery, & identification & implementation of permanent solution.- Facilitate communication between business users and technical team(s) to drive resolutions of incidents.
Record and ensure all incident investigation steps are performed for each unique incident in the teams Knowledge Base portal.
- Record and ensure all workaround or recovery actions for each unique incident in the teams Knowledge Base portal.
Coach junior team members on the work processes, procedures, policies and supervise their work quality and delivery.- Provide suggestions and ideas to improve the production support work processes, procedures and governance and implement improvement initiatives to enhance the stability and availability of the system
A relevant Production Support experience is a must.- Minimum 5 years of relevant experience
Working knowledge of General & Life Insurance core system is beneficial.
- Technical knowledge on Web Applications & DB Query.
Technical expertise on issue debugging and analysis.- Proficient in solutions assessment and validation.
Excellent knowledge in Incident & Problem Management.
Job Type: Permanent
Pay: RM5,
- 00 - RM7,000.00 per month
Schedule: - Monday to Friday
Application Question(s):
Experience:
- Production support: 5 years (Preferred)
L1-L3 support: 4 years (Preferred)
Life Insurance industry: 3 years (Preferred)
