Mô tả công việc
1. IT Service Management and Delivery to Ensure Service Level Commitments
- Receive, coordinate, and route IT service requests to the appropriate teams to ensure compliance with Service Level Agreements (SLAs).
- Develop, issue, and manage the enterprise-wide IT service catalog.
- Continuously improve service delivery processes to ensure efficiency and effectiveness.
- Provide Level 1 support for user account provisioning and application access management based on job titles and roles.
2. IT Service Quality Monitoring and Improvement
- Develop criteria and conduct periodic assessments of IT service quality.
- Monitor and ensure that relevant units comply with SLA commitments.
- Prepare periodic service performance reports and recommend improvements to coordination and collaboration processes.
- Report to line management and the Division's Management Board, and perform other assigned duties.
3. Service Quality Assurance and Compliance
- Ensure IT service quality and compliance with established processes and regulations. Prepare reports, maintain and archive relevant documentation, and perform other tasks as assigned.
Yêu cầu công việc
1. Education:
- Bachelor's degree in Information Technology, Applied Mathematics and Informatics, Electronics and Telecommunications, other IT-related disciplines, or Finance and Banking (with a certificate in training related to IT applications).
2. Experience:
- At least 2 years of experience in a relevant functional area.
3. Knowledge and Skills:
- Knowledge of finance and banking; proficiency in banking application operations and IT service management; understanding of regulations and guidelines issued by relevant government authorities and organizations related to the assigned responsibilities.
- Basic understanding of IT systems and technologies used in banking, such as PL/SQL, Oracle, SQL Server, C#, and Java, to support system operations and business functions.
- Strong organizational and work management skills, with the ability to collaborate effectively in a team, plan and resolve problems efficiently, and manage time effectively.
- Strong communication and negotiation skills; proficiency in document drafting, report writing, and presentation; ability to train, guide, and support employees within the relevant area of expertise.
