Production Support Analyst (Mis) - Ref: My

Job Objectives

· Main responsibility is to drive Knowledge Management initiatives for department and assist other department pillars within Service Recovery

· Assist in incident analysis and recommend initiative to improve efficiency, increase productivity and incident deduction.

· Innovative ways to produce MIS dashboard for entire department

· To be responsible for internal MIS report generation and Service Management skillset complimented with relevant good technology.

· Capable of running small projects with peers and production managers

· demonstrated continuous Improvement achievements

· To analyse the current demand trend of production incidents and to provide recommendation for demand deduction and improve efficiency.

· To work with subject matter expert, prepare and coordinate the technical knowledge base (KB) document. The KB document will be used by Helpdesk / production L1 team and new staff/joiner for supporting incidents.

· Being a coordinator to different team including Problem and Change Management. Audit and regulatory matters

Key Responsibilities

· Responsible for MIS reports generation to be used for regular update to internal management and well as business service management

· Perform analysis on demand of production incidents and able to recommend solution for demand deduction

· Participate in knowledge base information gathering, clarification, and analysis in order to evaluate impact and effort estimate and translate into a knowledge base document.

· Critical examination of requirements and understanding of operations and systems.

· Create and modify procedures to solve problems considering technical capacity and limitations.

· Implementing knowledge base library that align with the organization's business objectives.

· Build and maintain repository for deliverables, methodologies, and production support documents

· Coordinate Problem and Change to production systems

Key Requirements

Must have :
-

· Bachelor’s degree in computer science/engineering or equivalent

· Have strong coordination skills

· Strong in technology (AS400 is preferred)

· Experience in IT industry for any platform and MIS report generation and service management

· Having good knowledge in domain of Cards &
Retail Banking

· Requires superior analytics and problem-solving skills. Experience in system architecture and design

· Ability to work in a fast-paced, team-oriented environment.

· A strong &
assertive communicator in speaking &
writing

Good to have :
-

· Microsoft Certified Professional (MCP)/Microsoft Certified Technology Specialist (MCTS)

· Broad knowledge of hardware, software and programming;

· Skillset in QlikSense, AS400 &
UNIX will be added advantage

Essential Technical Skill :
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· Good communication skill and writing skills

· Good power point presentation skills

· Good in writing excel formulas and excel calculations