Service Management & Incident Response Officer

JOB PURPOSE:

• The Service Management & Incident Response Officer is responsible for the day-to-day management of all production issues related to the Digital Channel systems such as the Mobile app, Backoffice portal, and all web-based dashboards.
• He/she will coordinate with involved third parties on behalf of team to resolve production issues. Response to incidents reported will be done through established channels and systems, which would mean he/she may be required to create processes and procedures where none are established.
• He/she will also monitor and ensure resolution of these production issues on time and with sufficient root cause analysis to make sure similar issues will not happen again in the future. From the RCA, he/she will provide recommendations on how to prevent future occurrences.

DUTIES & RESPONSIBILITIES: 

• Monitors and responds to incidents using established processes, creating process and procedures where none are already established. Detect and assess threats to the computer networks and assets
• Owns the responsibility for and follows-up on the production issues.
• Reviews incident data and provide root cause analysis and recommendations on how to prevent future occurrences
• Extract data from database when needed, and some load external reports to Channel's database.

QUALIFICATIONS: 

• At least 3 years of work experience in Computer related field and 2 years exposure to incident analysis and monitoring
• At least 1 year experience in being a technical production support. At least 1 year experience in being a technical production support.
• Work experience in a bank, financial apps, or fintech apps is an advantage
• Knowledgeable in various operating systems such as Windows, Unix, Linux
• Basic Project Management Skills
• Knowledgeable in RBDMS such as Sybase, Oracle, SQL Server
• Knowledgeable of platforms, such as web-enabled systems and client-servers
• Knowledgeable of current Internet technologies, including web services and its variants (For web-based project)
• Knowledgeable of applicable data privacy practices and laws
• Very good analytical, observational, and investigation skills