IT Business Support Officer

To establish and update Service Level Agreements of all IT Services to ensure alignment of business and IT expectations.

To monitor the performance of IT Service Provider against SLA and Initiate required changes to restore service levels and satisfy customer expectations.

To ensure ITSC and support teams provide timely and accurate interim & permanent solution for major impact incidents: minimize the impact, appropriate communication and RCA in place clearly and timely (including but not limited to Critical, High & Medium priority incident).

To conduct regular performance review meetings with IT service provider to communicate customer issues and to understand performance issues.

To assist the Country IT Head handle complaints against IT Service Provider.

Request Management: Process Ownership, RMS/SRM advisor & hand on exceptional cases

To approve Change Requests based on approved risk assessment criteria.

System enhancement request handling: Assist/Guide business on raising request (BRD, Change portal...), introduce suitable partners and tracking, chasing till implemented. In charge of FSD preparing & project co-ordinator for local applications.

Co-ordinate mass activities: Group DR drill UVT, Application release UVT, Holiday annual setup and ad-hoc swapping

Act as Service Owner of local applications, ensure compliance with Group policy apply to GAI application & EUC. Mandatory document and required dispensations are in place. Change & enhancement must follow Group policy with sign-off documents but within acceptable timeline.

To ensure compliance by the local IT team with the IT Minimum Control Standard: Input Application Support & System Development KCSA

Supervise & manage ITSC & Group portals, updated timely: Holiday table, Business incident notification, ITAM business contact, Remedy Service Inventory, …

To ensure compliance to internal policies and regulatory requirements

Maintain relationship with PSS & TSM teams, contact list is updated & ready for escalation any time

Strong interpersonal, communication, co-ordination and time management skills.

Result-oriented and motivated: Completing tasks within deadlines. Must be flexible and be able to prioritise tasks

Service management skills and techniques. Management of internal and external service providers.

In-depth experience working with Banking Application Systems

In-depth experience working with various Operating Systems & platforms

General awareness and knowledge of different technology platforms & architectures

Ability to make sound & logical evaluation of complex factors with the confidence to put forward appropriate recommendations

- 13th payment
- Premium Healthcare plan for you and your dependents
- 18 days full paid leave a year

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