Manager, Statistics & Data Warehouse (SDW), Digital Technology Infrastructure Department

Job Description

Plan and manage the delivery of efficient and reliable support and maintenance services of IT solutions by ensuring maximum system uptime and optimal system response time with minimal business disruptions for information accessibility, business operations efficiency and increased organisation productivity that contributes to the Bank's IT strategy and roadmap.

Responsibilities

• Manage application support and maintenance activities to ensure availability and continuity of business services through proactive and stringent monitoring of incident and problem management and in accordance with IT standards and best practices, including problem escalation process to management and business users.
• Manage the agreed service level agreements (SLAs) by collaborating with business users and service to provide timely and satisfactory support services which include pro-active technical advice and guidance on the usage of supported application/software, application/software updates and the impact to business .
• Manage the performance of service providers in delivery of IT solutions, maintenance and support services including their compliance to BNM's IT policies, guidelines and procedures.
• Monitor problem resolution process and activities to manage the expectations and confidence of business users through the delivery of proactive and timely IT services.
• Continuously keep abreast with technology development to enable optimisation of the Bank's IT infrastructure and application for the improvement of IT solutions delivery to business users .
• Build and maintain relationship with external expert and peers in other organizations in order to benchmark and research appropriate technology and processes for enhancing IT solutions and services in the Bank .

Critical Success Factor

• Ability to engage with stakeholders to understand their needs, analyse and identify the right IT solution that meets the business requirements and expectations.
• Ability to manage IT project implementation comprising diversified teams from user departments, vendors and IT infrastructure teams to ensure smooth implementation of system.

Qualifications

Academic Qualifications: Bachelor degree or higher qualification in Computer Science, Information Technology, Information Systems, Software Engineering or relevant professional qualification .

Experience: At least 6 years working experience in application support and delivering software development projects.

Knowledge: Application system development life cycle and methodology and ITIL. Certification in ITIL is an added advantage.