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). ## Key Relationships - Direct Manager Operation Director ## Key Relationships - Direct Reports Officers and employees ## Key Relationships - Internal Stakeholders Departments in IT and business ## Key Relationships - External Stakeholders Service Provider Partner ## 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.