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| Company: |
International Application Solutions Pte. Ltd |
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| Job Title: |
Senior/Junior Operations Analyst/ Bank |
| Job category: |
Information Technology |
| Job Location: |
Singapore - Singapore |
| Job Description: |
Operations Analyst
The successful candidate will be part of a team working a 24x7 shift pattern. Reporting directly to the Operations Control Manager.
Responsibilities include:
• Monitor, operate and provide 1st line support for all the Banks infrastructure and major applications. These include: Mainframe, Tandem, UNIX, Networks, Windows, AS400, and VMS platforms.
• 1st Line Support – Level 1 Event management.
• Handle all alerts and undertake initial incident classification and prioritization.
• Carry out health checks and all other monitoring associated activities.
Primary Accountabilities:
• Remain fully conversant and fully aligned with the strategy and plans.
• Establishing and agreeing the requirements for resource to ensure skills are available to meet current and future work demands of the role.
• Support processes (currently aligned to ITIL best practice).
• Compliance of all risk and audit requirements.
• Ensures that all requests from users for assistance are handled promptly and effectively.
• Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.
Event Management:
• Actively monitor alerts/faults (7x24 Reactive).
• Perform required system/application/service health checks.
• Effective communications during both preventive maintenance activity and Request for Change activity.
Incident Management:
• Obtains diagnostic data to assist in the investigation and resolution of incidents. Matches unresolved incidents against existing problems, known errors and other incidents. Ensures that incidents and problems in systems and services are fully documented within the configuration/change management & problem reporting system.
• Classifies and prioritises unresolved incidents. Initiates and co-ordinates investigations to discover root causes, and progresses the implementation of remedial action. Ensures that investigations are fully documented.
• Ensures that the requirements of agreed internal and/or external levels of service are met and accept calls/requests from authorized users.
• Keeps relevant staff informed of the status of incidents and services and ensures that agreed actions relating to incident investigation and clearance are taken within the allotted time scales.
• Log, classify and prioritise incidents.
• Match incidents to known errors, and identify possible workarounds.
• Isolate faults
• Track and appropriately escalate incident progress in accordance with SLA compliance.
• Manage incident transfer/escalation into appropriate 2nd/3rd line resolution with customer.
Expertise in Problem Management/ Change & Release Management skills is preferred.
Technical Knowledge:
• Can demonstrate a good awareness of the technical platforms.
• Solid knowledge of all major components and support areas.
• Competent in discussing technologies with escalation support teams.
• Have a basic understanding and aptitude in day to day IT operations fundamentals, focusing on one or more of the following platforms:
Mainframe:
Basic MVS commands
Basic understanding of Tivoli Workload Scheduler (TWS)
Basic understanding of commands in JES, DB2, IMS, CICS & Netview
Tandem:
Basic Tandem utility commands using SCF, Spoolcom, Tapecom, Peruse & TMF
Basic understanding of any of the following applications: Base24, Atlas, SMS (SWIFT Gateway)
Basic understanding of TACL programming and the use of EDIT/TEDIT
Basic understanding of batch processor – Multibatch
UNIX:
Basic understanding of the different Unix systems: AIX, Solaris, HP-UX
Basic understanding of Tivoli Workload Scheduler (TWS) & CRON
Basic understanding of databases
Windows:
Basic understanding of HP server based hardware
Basic understanding of any Citrix environment
Basic understanding of backup tools: BackupExec and HP Data Protector
Basic understanding of network troubleshooting
Perform / Handle the following:
Service Delivery:
Resolves incidents/problems with appropriate use of escalation and notification procedures.
Service Support:
Has experience of incident & problem management disciplines.
Control:
Experienced at implementing or managing risk management processes and tools (SARBOX and Internal Audit).
Delivery:
Has identified customer needs, monitored and reported on the service level and taken action to solve service level issues and documented and analysed alternative IT and operational solutions, risks and benefits, and obtained decision on resolution.
Essential:
(Full Training will be given to the successful candidate, however knowledge/experience if the following would be advantageous)
• Incident and Problem management.
• Change delivery including project implementation.
• Experience in working in a complex IT environment.
• Can work well under pressure and deliver to tight deadlines
• Strong focus on Risk Management including an understanding of Group policies.
This is position is on 1 yr contract. Overseas candidates are welcome to apply.
Multiple Senior positions for Sr. Operations Lead, Technology Recovery Manager & Problem Manager roles
Are open for candidates with more than 5 yrs experience.
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Skills Required:: |
Mainframe, Tandem, UNIX, Networks, Windows, AS400, VMS platforms, 24x7 support |
Language Requirements: |
French-Good |
| Employment Type: |
Contract |
| Yearly Salary: |
Unspecified |
| Posting Date: |
2009-07-06 |
| Level of Education: |
Unspecified |
| Years of Work Experience: |
No experience |
| Company: |
International Application Solutions Pte. Ltd |
| Contact Name: |
International Application Solutions Pte. Ltd |
| Contact Phone: |
(65) 6840-5724 |
| Preferred Method of Contact: |
No Preference |
| Preferred Language of Resume/Application: |
English |
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