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Service Recovery lead

Job description

Job Summary:

Seeking a seasoned professional with over 12 years of hands-on application support experience (minimum 6 in banking) to manage and support banking systems across incident, problem, change, and service management functions. The role also includes stakeholder communication, team leadership, and continuous improvement initiatives.

Key Responsibilities:

  • Incident Management: Monitor banking systems, resolve incidents promptly, and escalate as needed.

  • Problem Management: Conduct root cause analysis and maintain documentation.

  • Change Management: Review, approve, and implement system changes carefully.

  • Service Management: Ensure SLA compliance and generate performance reports.

  • Communication: Provide regular updates and liaise with business users, IT, and vendors.

  • Team Leadership: Mentor junior staff and coordinate support team activities.

  • Continuous Improvement: Optimize processes and conduct staff training.

Requirements:

  • Education: Degree in Computer Science, Engineering, or related field.

  • Experience: 12+ years in application support; 6+ years in banking.

  • Skills: Strong analytical, problem-solving, interpersonal, and communication skills.

  • Banking Knowledge: Familiarity with retail, wholesale, investment banking, and global markets.

Technical Skills:

  • Banking Systems: Core Banking, Private Banking, Global Market apps, SWIFT, ACH, RTGS, Data Warehousing.

  • Databases: Proficient in SQL; experience with Oracle, SQL Server, MySQL.

  • Operating Systems: Unix/Linux, Windows Server, AS400.

  • Monitoring Tools: ITRS Geneos, Splunk.

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer MYR500 in shopping vouchers for every referred candidate who we place in a role. Terms & Conditions Apply. https://www.ambition.com.my/refer-a-friend