KEY RESPONSIBILITIES/CHALLENGES:

Have good sense and initiatives on the stabilization of production environments
Receive calls/remedy tickets for user and application issues and trouble shoot them. Act as a facilitator and coordinate between various teams like Infrastructure, 2nd line, IT Services to resolve complex issues and outages.
Track incidents and provide regular updates to users on request status and progress.
Manage/coordinate recurring issues and ensure long-term resolution.
Highlight user training and education needs.
Maintain excellent user satisfaction and relationship.
Work as a global support liaison with teams in other regions.
Document common issues for team’s perusal.
Follow proper escalation procedures during outages and ensure root-cause analysis is performed.
Actively participate and be able to coordinate in change management and ensure minimal impact to production due to changes.
Carry out system maintenance on a timely basis and whenever required.
Be able to manage incident and prod environment from oversee level. Good conferencing and coordination skill with multiple teams on critical incident management.
Have a good understanding of the Service Level Agreements between different stakeholders and follow the escalation procedures to ensure minimal breach in these service levels.
Be able to backfill team leader’s absence.
Proficient in verbal and email communication with all level stakeholders.

SELECTION CRITERIA:

Experience/Skills Required:

Bachelor’s degree or equivalent
5+ years Financial Market application support experience
Should have relevant experience in systems and users support for the Investment Banking industry.
Strong team player, effective in communicating internationally and used to working closely with clients.
Ability to work under pressure and deliver excellent results.
Ability to multi task and work across different applications supported within the Financial Markets world.
Strong verbal and written communication skills.
Strong English conference skill with global teams.
Must be a quick self learner and possess ability to work remotely and independently.
Demonstrated proficiency in most of the following:
Java – basic knowledge
UNIX - strong knowledge on SA
Oracle (9i or higher) – good knowledge on how Oracle works
Sybase – equivalent to Oracle
PL/SQL – understand performance tuning
Scripting languages – Unix Script
Webmethods knowledge is a plus
FutureLANDSCAPE knowledge is a plus

Experience/Skills Preferred:

Candidates with experiences in Java programming, futureLANDSCAPE, Webmethods would be highly preferred.
Knowledge of multi tier systems in general (Application server, middleware, backend)
Understanding of Web based technologies
Understanding of Networks
Understanding of ITIL based on service operation model and process.

渣打(中国)科技营运有限公司（渣打科营中心) 成立于2007年，位于天津经济技术开发区第七大街滨海服务外包园区内。作为渣打集团的成员之一，渣打科营中心是渣打银行(香港)有限公司拥有的全资子公司，是渣打集团继马来西亚吉隆坡和印度香奈后设立的全球第三家服务共享中心，提供全面的金融后台数据外包服务。
渣打科营中心的金融服务外包业务范围包括个人及企业的账户管理、贷款审核发放、现金管理、外币兑付、贸易信用证审核等各种对公、对私后台操作业务，金融市场系统软件开发，集团共享财务中心业务等。公司计划在未来3-5年内建成为一个包括金融服务外包业务，信息技术外包业务，软件与系统开发业务，共享服务中心业务在内的职能全面的营运中心。
金融市场软件开发是一个全球性的机构，为渣打银行的金融市场业务提供从设计到实施的IT解决方案。金融市场业务是渣打企业银行业务的一部分，通过世界金融中心交易所的支持，为全球特别是亚洲、非洲和中东地区的企业、机构及投资商提供全方位、高价值的金融市场产品。
金融市场软件开发团队目前全球拥有超过600名员工，分布在新加坡、伦敦、钦奈、迪拜、纽约和香港。2010年我们开始在天津组建FMSD团队，并计划在未来五年内，建立金融市场系统开发能力，前景规划如下：
●　建设成为一个世界领先的金融市场系统开发中心
●　支持亚洲本土化要求与科技的快速发展
●　为中国的高端IT人才提供国际化的职业机会