We are a local Software Development and R&D house, members with Singapore Information Technology Federation (SITF) and Singapore National Employer Federation (SNEF). We are also business partners for IBM, HP and Deloitte consulting in this part of the region. Please visit our website for more info on us @ www.ori-gem.com . Our core focus is into Software application Development, Research and development, System and Infrastructure consulting and IT consulting services. Primary domain focus is into Investment and Retail Banking along with parallel focus in Logistics and Public sector.
This is in regards to the Support/ ITIL_11 - permanent position in Singapore that I have, the skill set that I am looking at is listed below; incase you are looking for a change, kindly get back to me with your updated resume at your earliest, along with your skills ratings in the format below.
Role & Responsibilities:
Focus on providing telephone support for external clients of the Research suite of applications above and beyond day to day support activity to the firm.
Completely understand the public-facing applications and act as the first line contact for these applications to clients.
Communicating effectively with the business, both when the business report issues, and in relation to the problems that are reported by clients of the business.
Performing intra-day Service Assurance tasks for proper functioning of the applications.
Responsible for the Incident Management function, and escalation from that, including responsibility for impact assessment when problems are reported.
Liaising with Technical Application Support to invoke problem management.
Escalating issues to management as needed to meet the SLA or to react according to the business risk profile.
Providing user training and advice.
Keeping documentation up to date.
Participating in weekly review meetings with the business, support management.
Developing own knowledge and skill sets.
Providing the business perspective to development teams where required.
May require travel occasionally.
Essentials:
- Full support lifecycle experience [2-3 years].
- Client facing support [2-3 years].
- Good communication, co-ordination and escalation skills
- Escalation experience, working to a defined SLA [>1 year].
- Customer focus.
- Good problem solving and diagnostic ability.
- Root Cause analysis skills
Basic knowledge of
- Web technology
- oBrowsers and cookie technology
- oHTML, DHTML and JavaScript issues
- Basic Office tools
- Data analysis with Excel
- Basic SQL Query knowledge
- Basic Reporting knowledge (e.g. Crystal Reports)
- Exposure to Microsoft Office suite of applications
DESIRABLE:
- ITIL Incident and Problem management knowledge (green badge qualified)
- Data analysis and processing skills (trend analysis, statistical analysis of repeat failures)
- UNIX Shell
- Perl or another UNIX scripting language
- Java development, particularly on J2EE platforms
- Struts or JSP experience
- Fixed Income knowledge
-
Please indicate your notice period in the current organization.
Your current salary
Expected salary in Singapore dollars
Investment banking experience is preferred.
Location : Singapore
Type of job : Permanent
Please FORWARD your resume in MS Word format and the mail must contain
the following information:
1. Current salary
2. Expected salary in Singapore dollars (Monthly)
3. Your notice period in the current organization
4. Residential status in Singapore
We regret only short listed candidates will be notified.
If you meet the above requirement and are interested to apply - jobs@ori-gem.com / reema@ori-gem.com
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