Hiring for L2 Enterprise Application Support Team Lead (BluePrism), GIPS for Malaysia Location
Hiring for L2 Enterprise Application Support Team Lead (BluePrism), GIPS for Malaysia Location
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1 Vacancy
Job Description
Location: Kuala Lumpur
Job Requirements
Job Responsibilities
Work in the Enterprise domain support team; provide proactive timely effective and efficient support to the users in the Enterprise domain space
Adopt standard Incident Management workflow and processes i.e. logging incident tickets in a timely manner following proper Change Management processes and broadcasting quality issue/impact emails to stakeholders
Embrace standard Change Control Management practices procedures and guidelines for application releases and roll-outs
Participate and collaborate with the Development team in requirements gathering clarifications and analyse impact on issues or users requirements
Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved
Participate in annual DR/BCM activities or infrastructure-related upgrades
Utilize software updates drivers knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution
Troubleshoot 2nd level technical support issues by identifying the root cause and working closely with users and various IT teams
Be the important bridge between Users and Development team and provide regular updates to all relevant parties
Articulate and escalate the support issues with detailed investigation/ findings to the Development team if it requires any code change
Manage and follow up on Problem tickets (those issues escalated to Development team) to make sure that they are resolved and that any implemented fixes are rolled out into Production
Be the main gate keeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes
Be proactive to identify any potential risk(s) in upcoming Production environment changes and flag that to the Development team or Users
Participate in testing to ensure that only quality defect fixes are rolled out into Production environment
Identify areas of improvement to drive down the support volume
Perform system monitoring and set up alerts to improve incident resolution times
Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution identify root cause and corrective actions and track improvement actions until closure in compliance with the bank standards.
Review incidents and ensure agreed Service Level Agreement (SLA) are met with various business stakeholders
Leading a small team of support engineers for Innohub 2 which will be responsible for overall governance of the team team management performance KPI escalations and stakeholder management
Supporting during business hours and 24x7 on-call support
Must have:
7-10 years of hands on application L2 support experience in the banking industry
Hands on support on Robotics Process Automation applications such as Blue Prism Automation Anywhere or UiPath Microsoft SharePoint BMC Remedy K2 software
Experience in working with some of these technical platforms or programming languages MS Windows Unix Oracle Microsoft IIS MS SQL Server Java Control-M and Scripting
If interested kindly share your resume at or give me a call at
Total exp
Current ctc
Expected ctc
Notice period
Regards
Clarita
Employment Type
Full Time
