Service Management Consultant

Job Brief:

Supports the service delivery of the information and technology (IT) services and working with teams within the IT Department together with establishing relationships with staffs within the bank, other entities within the group and external parties/vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction.

The incumbent shall ensure that staffs/users benefit from his/her expertise through the services, advices and recommendation. The Monitoring Analyst primary responsibility is to coordinate system alerts with relevant support team, ensuring alerts are being attended/addressed to avoid significant impact towards the services. The incumbent must also at all times be helpful, courteous and tactful when dealing with high level profiles. The candidate must be of at least 1-3 years experience in IT/Service Management.

Responsibilities:

1. Close monitoring of system alerts.

2. Identify, coordinate and restore failed IT Service components as quickly as possible.

3. Determines if a system alert needs to be escalated according to its impact and severity.

4. Ensures all system alerts are being responded timely, subsequently escalating unresolved alerts.

5. Performs system alert trending analysis and reporting for management.

6. Understand the issue and record all the possible improvement areas, action items.

7. Supports services documentation and service improvements initiatives ensuring information is being updated/fulfilled timely with adequate analysis, controlled and information of these documents are available when needed.

Essential:

1. Min Diploma in Computer Science or related field.

2. 1-3 Year working experience in IT field

3. Knowledge in Microsoft Office on reporting analytics and presentations.

4. Knowledge in Wintel and Unix Servers

5. Good verbal, written communication skills and the ability to work independently with minimal supervision.

Desirable:

1. Knowledge in powershell / bash scripting

2. Knowledge in RHEL, or other mainstream Linux OS such as Ubuntu, SuSe or Linux Mint.

3. ITIL Foundation certified.