Objective
IT Service Management Unit is a new reporting line that is created to support, respond and manage all the requests from all Hattha Bank offices include Head office related to system functions or system issues and to ensure system functions properly and smoothly base on business product requirement and align with developed guideline and procedure. Administrate on user request management, user rights management and periodic review moreover, issues are taken care by helpdesk Support team to make sure is reported to vendor and resolved adhere to SLA then feedback to branch users and department users about progress status and result.
Duties and Responsibilities
-Manage overall issue activities and report issues or challenges to Senior Officer/Supervisor
- -Analyze, prioritize and escalate system issues to respective helpdesk UAT team
- -Administrate on internal request management system and facilitate helpdesk UAT team on their daily functioning and operation of managed applications
- -Facilitate and feedback to end users/department users on system functionalities result and status
- -Report on activities directly to Senior Officer/Supervisor
- -Communicate, respond and advise on appropriate actions to users per request/issue via telephone/email and other communication channel
- -Administrate on FLEXCUBE core banking functionality, Hattha Helpdesk System and HSM24
- -Follow up supporting result and feedback with all users at Head Office and branches
- - Assist in contact Off-Shore Support Team to follow up the Service Request (SR) and FLEXCUBE configuration and enhancement
- -Assist related departments on system functionalities and testing
- -Ensure FLEXCUBE functionality set up guideline and Helpdesk Manual Operation (SLA) is followed
- Perform other tasks assigned by direct supervisor
- Control on Ticket Request in Helpdesk System
- -Monitor in-house system and its services are up and running 24/7
- Skills Specifications
-Educational background in Bachelor degree in computer science, business or finance and banking
- -At least 1-year experiences of management IT/MIS
- -Good understanding of finance, accounting, and banking / microfinance working experience with Microfinance or commercial bank is a plus
- -Excellent understanding and practice of FLEXCUBE core banking or others
- -Good knowledge of Oracle PL/SQL and willingness to learn new software systems
- -Understanding of Database design and client server architectures
- -Be knowledge of HTML, ASP.Net, C#, Java
- -Fluency in spoken and written English
- -Ability to work under pressure, as part of a team, as well as independently
- -Strong communication and negotiating and engagement skills
