Job purpose :
A critical component of Global KYC Risk Processes, the Production Support Team provides Tier 1 application support for troubleshooting job relating to production systems by assessing issues raised, working trough solutions, and testing and implementing into production.
Additionally, the Production Support Team are gatekeepers for Incident Management, Change Management, and maintenance of program green zones and facilitators of related deployments.
Job Background / context :
Global KYC Risk Processes PAS team act on behalf of Global KYC Risk Processes Ops groups and is the primary coordinator with GPA and Compliance Technology for production application deployments and incident management.
PAS also tracks, monitors and reports on the stability of the Global KYC Risk Processes CMTs. This team in also responsible for facilitating communications between the stakeholders and the various technology groups to ensure timely resolution for all of the incidents that arise, maintaining track of any releases and consequently, maintaining a shared repository for all documentation / audit readiness purposes.
Key Responsibilities :
Act as a liaison between all Global Functions business groups and the Supporting Technology teams to provide proces suport and solutions to the business
Monitors production systems, jobs and processes, troubleshoots and resolves production issues
Responding to and addressing problems identified by users and by monitoring processes.
Collaborate closely and provide services to developers, analysts, and other technology resources with a constant focus on continuous process improvement
Actively identify areas of improvement
Support infrastructure update and maintenance
Align operational strategies, business processes, and systems to achieve substantial benefit to departmental performance
Participate in conducting User Acceptance Testing and Production Validations for new database / system implementations, to include test script composition & execution
Help facilitate current and future product and process migrations
Provide written and verbal communications to Management Team and Business Users on an as needed basis including but not limited to project status updates, functional changes that impact business process, and recommendations based on analysis conducted
Undertake a variety of ad hoc projects to improve the efficiency and effectiveness of data management and business operations
Serve as the Subject Matter Expert For Case Management Tool Functionalities And The Cross Sectoring Monitoring processing process and workflow
Conduct cross functional analysis to identify Data Quality issues, process gaps, and potential system enhancements, identifying and proposing business solutions
Oversee and maintain department-wide ServiceNow Incidents and Changes Requests
Collaborating with Technology team to see through deployment of fixes
Development Value :
Building the expertise of Cross Sectoring Monitoring processing, operational processes, and workflow
Knowledge / Experience :
Educational Level : Bechelor’s Degree
Degree in Information Technology, Banking, Management preferable
Required : Very good knowledge of English
Required : Computer Literate- Proficient in Windows applications (Word, Excel, etc)
Strong written communications skills
Strong oral communication skills
Visio Access and Microsoft Project proficiency a pls
Time management skills
2 years of Production Support function, UAT or combined related experience a plus.
Demonstrated ability to work independently, interact effectively, with different levels of management and to operate with excellent corporate work ethics (timely, honest, respectful and considerate to co-workers)
Solid understanding of the business / technology relationship
Demonstrates an understanding of Change Management and Release Management principles
Practical problem solving and strategic thinking skills
Ability to translate between technical and non-technical people
Ability to thrive in an challenging, fast paced environment
Ability to manage multiple projects & tasks with multiple priorities
Ability to facilitate compromises and resolve conflicting requirements