Senior Officer, IT Operations (Life Insurance Project)

Job PurposeThe 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).