Officer, IT Operations (40001121)

Job Purpose

The 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's IT infrastructure service provision.

Key Accountabilities (1)

Main work:
- Perform operational tasks: Monitor, run, and report the daily operation, 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. 
- Deeply understand how the application platform operates to carry out meaningful and impactful maintenance activities
- Provide expert L2 support of all Applicaitons/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.
- 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 
- Understand the monitoring indicators of IT infrastructure/applications/services and hands-on to resolve any abnormalities. 
- Coordinate with other sub-functions in  IT Infrastructure Services to run the operation of the systems/applications/network, as a basis for the efficient and stable operation of services.
- Execute operation activities following guildlines, procedure, process, and framework.
- Standardize, build, and perform overall IT operation solutions for IT infrastructure, applications and services.
- Coordinate with relevant units to timely recover services/systems, investigate the root cause, propose resolution, and implement the solution.
- Communicate IT incidents internally.
- Responsible for finalizing and communicating the Incident Report.
- Provide L1, L2 support for IT infrastructure services within the defined SLAs, and continuously try to reduce the number of support request.
- Continuously find any opportunity to apply automation on IT operation, minimizing human mistakes to the fullest.
- Provide support for preparation of change requests on Production environment, including On Prem and Cloud.
- Deploy and integrate infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.
- Report periodically to the Operation Director.

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's regulations and policies.

Key Accountabilities (3)

Maintain a stable operation system:
- Daily check on operation outcome and resolve any abnormalities.
- Oversee the maintenance tasks for IT systems (archive, back-up, restore, etc.).
- Proactively propose solutions (scale out, scale up, etc.) to serve the business plan and the system growth.
- Proactively provide statistics on infrastructure resource, transactions, users growth, etc.
- Take over the systems from the Bank's strategic projects to put into operation as defined framework.
- Execute DRP following the defined plan.
- Provide end user support service
- Renew maintenance and support contract; optimize operational cost

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

Success Profile - Qualification and Experiences

'Qualifications 
- Graduated from university majoring in IT or electronics and telecommunications.
Work Experience
- At least 3 years of experience in IT Infrastructure/Application/Service operation & monitoring or in large organizations, especially banks.
Foreign language