Job Purpose
The Senior Officer, IT Operations is responsible for daily operating IT infrastructure/applications/services, ensuring all services meet SLAs committed to business; deploying and integrating infrastructure systems from small to large, from simple to complex to meet all the needs of the bank&039;s IT infrastructure service provision.
Key Accountabilities (1)
Main work:
- Standardize, build, and perform overall IT operation solutions for IT infrastructure, applications and services.
- Provide L1, L2 support for IT infrastructure services within the defined SLAs, and continuously try to reduce the number of support request.
- Provide support for preparation of change requests on Production environment, including On Prem and Cloud.
- Coordinate with relevant units to timely recover services/systems, investigate the root cause, propose resolution, and implement the solution.
- Provide expert L2 support of all Applications/systems and networks to other teams and customers to quickly resolve customers or systems issues within the defined SLAs, and continuously try to reduce the number of support request.
- Deploy and integrate infrastructure systems from small to large, from simple to complex to meet all the needs of the bank&039;s IT infrastructure service provision.
- Coordinate with other sub- functions in the IT Infrastructure Service to run the operation of the systems/Applications/Networks, as a basis for the efficient and stable operation of services.
- Execute operation activities following guildlines, procedure, process, and framework.
- Perform operational tasks: Monitor, troubleshoot problems & Ensure Application/system platforms, Database and Networks are well run, well maintained, optimized for costs & performance, and having established process/procedure to start/restart/recover the services quickly.
- Deep understanding of IT infrastructure/application/service monitoring metrics and prioritized alerts
- Deeply understand how the application platform operates to carry out meaningful and impactful maintenance activities
- Continuously find any opportunity to apply automation on IT operation, minimizing human mistakes to the fullest.
- Report periodically to the Operation Director.
- Provide L2/3 supports of all databases: Perform database tuning/hygiene to optimize performance and cost based on metrics and facts. Proactively fix long running queries.
- Collaborate with Business Owner and Service Owner to forecast and plan for annual budget and be the good custodian of the resources and budget
Key Accountabilities (2)
Risk management and compliance:
- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in operations.
- Ensure that team members fulfill their commitments on service quality and comply with the Bank&039;s regulations and policies.
Key Accountabilities (3)
Maintain a stable operation system:
- Proactively propose solutions (scale out, scale up, etc.) to serve the business plan and the system growth.
- Run end- of- day of operation system (T24, Card, Kondor, DWH, etc. if any).
- Proactively provide statistics on infrastructure resource, transactions, users growth, etc.
- Daily check on operation outcome and resolve any abnormalities.
- Perform OAT
- Take over the systems from the Bank&039;s strategic projects to put into operation as defined framework.
- Oversee the maintenance tasks for IT systems (archive, back- up, restore, etc.).
- Execute DRP following the defined plan.
Key Relationships- Direct Manager
Operation Director
Key Relationships- Direct Reports
Officers and employees
Key Relationships- Internal Stakeholders
Departments in IT and business
Key Relationships- External Stakeholders
Service Provider Partner
