Technology Support III
Aumni
IT, Customer Service
Singapore
Posted on Sep 2, 2024
Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Corporate Technology, Corporate Data and Analytics Services (CDAS), you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities
- Provides technical and functional support to all end users within CDAS
- Investigates the issues raised by researching for similar incidents, learning the data model and checking the data and service logs
- Leverages data analytics and reporting skills (Qliksense, Tableau, Alteryx, ServiceNow, etc) to identify issue trends and solutions to top-talkers
- Organizes meetings with the users to understand the issues they are facing when using our technology services
- Provides feedback and reports to technology teams and product owners on application requirements, helping to prioritize fixes and liaise with end-users for acceptance after researching and diagnosing bugs
- Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
- Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
- Assists in the monitoring of production environments for anomalies, addresses issues, and drives evolution of utilization of standard observability tools
- Identifies issues for escalation and communication, and provides solutions to the business and technology stakeholders
- Analyzes complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
Required qualifications, capabilities, and skills
- Bachelor's Degree in Computer Science/Information Systems/Engineering or related disciplines
- Minimum 3 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud i.e. AWS, Unix
- Proficient in observability and monitoring tools and techniques
- Strong communication skills (both written and verbal)
- Customer focused and service oriented, with a proactive customer approach and dedication to providing best of class service at all times
- Experience with ticketing systems, such as ServiceNow and Jira Service Desk
- Experience with database queries and MongoDB
- Awareness and exposure to change management methodologies and best practices
- Awareness and exposure to systems development practices and methodologies
Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud
- Knowledge of banking products and interest in the finance world