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/

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สอบถามข้อมูลเพิ่มเติมได้ที่ 02-495-3465

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