Senior Associate Digital Channel Operation (Digital Platform)

Job Description

• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident following by SLA commitment
• Monitor the incidents to ensure that the Service Level Agreement are respected Identify, initiate, schedule and conduct incident reviews
• Identify, initiate, schedule and conduct incident reviews to find out the improvement plan for each major critical incident
• Manage major or critical Incident to resolved with in SLA committed
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
• Maintain incident logs and processing incident reports and service availability report for review with upper management
• Lead on After Action Reviews and Root Cause Analysis for Incidents/high priority problems, cross-organizationally, and produce and communicate action plans - Provide timely, clear incident status communications to IT and business leadership, resolution team members and other stakeholders
• Participate in the ongoing Incident Management process improvements - Collect and record all required incident details for input into Problem Management's root cause analysis process, management reporting metrics and follow-up major incident reviews
• Collaborate with business, product and technology teams to ensure the service quality

Qualifications

• Master / Bachelor's Degree in related field in Money and Banking/E-Commerce, Information System, Information Management
• Good Strategic and Management skill and organizing plan
• Great problem-solving skill with quick and comprehensive reaction under extremely problematic situation
• Has knowledge in Information Technology; from development stage, user interface, and new technological advancements
• Has knowledge in the Computer and Network for an application of information technology to the world of banking