Officer to Assistant Vice President, Production Services Senior Analyst

  • Competitive
  • Singapour, Singapore
  • CDI, Plein-temps
  • Bank Of America / Merrill Lynch
  • 17 oct. 17 2017-10-17

Officer to Assistant Vice President, Production Services Senior Analyst

Job Description:
Client Facing Platform Technology is currently looking to recruit a bright and enthusiastic candidate to join our Event and Incident Management team for the Digital Banking platform. The role of the analyst to properly and effectively manage the ecommerce Digital Banking space. This associate would help in handling monitoring dashboards, timely escalation of production incidents and ensure proper triage and remediation steps are being taken to restore the incident. This role includes working with multiple teams, and you will be accountable for ensuring events are timely monitored within agreed SLA's, invoking escalations where appropriate & managing any resulting preventative actions. You will also be responsible for producing weekly reports/ dashboards as required.

Role / Responsibilities / Key objectives

  • End to End technical monitoring of all eCommerce online technologies and infrastructure.
  • Partner with Level 3 Engineering teams to identify and remediate technical events with little or no customer impact.
  • Perform all planned and unplanned routing, bleeding, splashing and cycling of eCommerce components.
  • Partner with eComm Tier 2/3 for trending and analysis of abnormal environment related conditions for identification and remediation prior to customer impact.
  • Partner with eComm Tier 2/3 and Incident Management groups to remediate customer impacting events and restore the environment to a BAU configuration on all Priority 1, 2, and 3 incidents.
  • Responsible for opening, engaging all necessary parties, and facilitating all production bridgelines.
  • Responsible for creating, maintaining and ensuring Data Quality of IM tickets during problem triage.
  • Coordinate communication efforts during Incident Triage through use of tools such as Chatalyst and MOC.
  • Partner with application stakeholders to devise and implement technical and process improvement opportunities in the GWIM Online environment.
  • Partner with Change Operations and eComm Tier 2/3 in managing the change implementation process and performing Technical Code Deployments to the environment.
  • Lead all proactive event monitoring efforts within the GWIM Online space.
  • Produce and distribute infrastructure specific status reports.
  • Continual Service improvement (CSI) - Debate and escalate opportunities of improvement in existing processes and identify new procedures to help drive efficiency.


Essential Skills (Technical / Business Domain / Managerial/ Soft skills)
  • Analytical skills (logical/critical thinking). Previous experience performing trend analysis and documenting themes.
  • Ability to work with multiple teams to drive incident resolution
  • Resourceful - utilise all tools, expertise and knowledge bases to drive constant improvement of the incident process
  • Excellent communication skills both verbal and written

Desired Skills (Technical / Domain / Managerial/ Language skills)
  • ITIL Foundation
  • Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management

Posting Date: 28/09/2017
Singapore, , 01, 2 HARBOURFRONT PLACE #02,
- Singapore
Travel: No

Full / Part-time: Full time
Hours Per Week: 40