Senior Officer, IT Operations (40001120)

## Job Purpose

The Senior Officer, IT Operations is responsible for daily operating IT infrastructure/applications/services, ensuring all services meet SLAs committed to business; deploying and integrating infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.

## Key Accountabilities (1)

Main work:

- Perform operational tasks: Monitor, troubleshoot problems & Ensure Application/system platforms, Database and Networks are well run, well maintained, optimized for costs & performance, and having established process/procedure to start/restart/recover the services quickly. 

- Deeply understand how the application platform operates to carry out meaningful and impactful maintenance activities

- Provide expert L2 support of all Applications/systems and networks to other teams and customers to quickly resolve customers or systems issues  within the defined SLAs, and continuously try to reduce the number of support request.

- Provide L2/3 supports of all databases: Perform database tuning/hygiene to optimize performance and cost based on metrics and facts. Proactively fix long running queries.

- Collaborate with Business Owner and Service Owner to forecast and plan for annual budget and be the good custodian of the resources and budget 

- Deep understanding of IT infrastructure/application/service monitoring metrics and prioritized alerts

- Coordinate with other sub-functions in the IT Infrastructure Service  to run the operation of the systems/Applications/Networks, as a basis for the efficient and stable operation of services.

- Execute operation activities following guildlines, procedure, process, and framework.

- Standardize, build, and perform overall IT operation solutions for IT infrastructure, applications and services.

- Coordinate with relevant units to timely recover services/systems, investigate the root cause, propose resolution, and implement the solution.

- Provide L1, L2 support for IT infrastructure services within the defined SLAs, and continuously try to reduce the number of support request.

- Continuously find any opportunity to apply automation on IT operation, minimizing human mistakes to the fullest.

- Provide support for preparation of change requests on Production environment, including On Prem and Cloud.

- Deploy and integrate infrastructure systems from small to large, from simple to complex to meet all the needs of the bank's IT infrastructure service provision.

- Report periodically to the Operation Director.

## Key Accountabilities (2)

Risk management and compliance:
- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in operations.
- Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.

## Key Accountabilities (3)

Maintain a stable operation system:

- Daily check on operation outcome and resolve any abnormalities.

- Oversee the maintenance tasks for IT systems (archive, back-up, restore, etc.).

- Proactively propose solutions (scale out, scale up, etc.) to serve the business plan and the system growth.

- Proactively provide statistics on infrastructure resource, transactions, users growth, etc.

- Take over the systems from the Bank's strategic projects to put into operation as defined framework.

- Execute DRP following the defined plan.

- Perform OAT

- Run end-of-day of operation system (T24, Card, Kondor, DWH, etc. if any).

## Success Profile - Qualification and Experiences

'Qualifications 

- Graduated from university majoring in IT or electronics and telecommunications.

Work Experience

- At least 5 years of experience in IT Infrastructure/Application/Service operation & monitoring or in large organizations, especially banks.

Other requirements

- International Certificate of System.