Computer Software Engineer (BMC Remedy, Application Support)

Key Responsibilities:

• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
• Escalation of critical and unresolved Incidents to appropriate levels of management
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Problem Management: Experience in various problem-solving methods like five whys, Fishbone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
• Management reporting: Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable.
• Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
• Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
• KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
• Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
• Ensure compliance to Group Technology & Operations Policies and Standards

Experience

• Bachelor’s degree in Business, Computer Science, or related discipline required.
• ITIL certification is a must
• Experience:8-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred.
• Experience in Application support, Knowledge onEOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc),Web/Application/Middleware services, Good to know Payments flow

Key skills:
Experience in Remedy, helix, Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow

QUESSCORP SINGAPORE PTE. LTD

Registration No. 199801439D

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Skills

ITIL Certified, Recovery Procedures, Service Improvement, GNU/Linux, Service Recovery, Incident Reports, Storage, Logging, Issue Resolution, Application Support, Payment Services, Infrastructure, Incident Handling, Incident Management