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(中國)科技營運有限公司（渣打科營中心) 成立于2007年，位于天津經濟技術開發區第七大街濱海服務外包園區內。作為渣打集團的成員之一，渣打科營中心是渣打銀行(香港)有限公司擁有的全資子公司，是渣打集團繼馬來西亞吉隆坡和印度香奈后設立的全球第三家服務共享中心，提供全面的金融后臺數據外包服務。
渣打科營中心的金融服務外包業務范圍包括個人及企業的賬戶管理、貸款審核發放、現金管理、外幣兌付、貿易信用證審核等各種對公、對私后臺操作業務，金融市場系統軟件開發，集團共享財務中心業務等。公司計劃在未來3-5年內建成為一個包括金融服務外包業務，信息技術外包業務，軟件與系統開發業務，共享服務中心業務在內的職能全面的營運中心。
金融市場軟件開發是一個全球性的機構，為渣打銀行的金融市場業務提供從設計到實施的IT解決方案。金融市場業務是渣打企業銀行業務的一部分，通過世界金融中心交易所的支持，為全球特別是亞洲、非洲和中東地區的企業、機構及投資商提供全方位、高價值的金融市場產品。
金融市場軟件開發團隊目前全球擁有超過600名員工，分布在新加坡、倫敦、欽奈、迪拜、紐約和香港。2010年我們開始在天津組建FMSD團隊，并計劃在未來五年內，建立金融市場系統開發能力，前景規劃如下：
●　建設成為一個世界領先的金融市場系統開發中心
●　支持亞洲本土化要求與科技的快速發展
●　為中國的高端IT人才提供國際化的職業機會