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(jīng)濟(jì)技術(shù)開發(fā)區(qū)第七大街濱海服務(wù)外包園區(qū)內(nèi)。作為渣打集團(tuán)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(tuán)繼馬來西亞吉隆坡和印度香奈后設(shè)立的全球第三家服務(wù)共享中心，提供全面的金融后臺數(shù)據(jù)外包服務(wù)。
渣打科營中心的金融服務(wù)外包業(yè)務(wù)范圍包括個人及企業(yè)的賬戶管理、貸款審核發(fā)放、現(xiàn)金管理、外幣兌付、貿(mào)易信用證審核等各種對公、對私后臺操作業(yè)務(wù)，金融市場系統(tǒng)軟件開發(fā)，集團(tuán)共享財務(wù)中心業(yè)務(wù)等。公司計劃在未來3-5年內(nèi)建成為一個包括金融服務(wù)外包業(yè)務(wù)，信息技術(shù)外包業(yè)務(wù)，軟件與系統(tǒng)開發(fā)業(yè)務(wù)，共享服務(wù)中心業(yè)務(wù)在內(nèi)的職能全面的營運中心。
金融市場軟件開發(fā)是一個全球性的機(jī)構(gòu)，為渣打銀行的金融市場業(yè)務(wù)提供從設(shè)計到實施的IT解決方案。金融市場業(yè)務(wù)是渣打企業(yè)銀行業(yè)務(wù)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(qū)的企業(yè)、機(jī)構(gòu)及投資商提供全方位、高價值的金融市場產(chǎn)品。
金融市場軟件開發(fā)團(tuán)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(tuán)隊，并計劃在未來五年內(nèi)，建立金融市場系統(tǒng)開發(fā)能力，前景規(guī)劃如下：
●　建設(shè)成為一個世界領(lǐng)先的金融市場系統(tǒng)開發(fā)中心
●　支持亞洲本土化要求與科技的快速發(fā)展
●　為中國的高端IT人才提供國際化的職業(yè)機(jī)會