Deskripsi Pekerjaan
Are you a seasoned technical professional ready to drive excellence in a high-stakes banking environment? We are currently recruiting a Senior L3 Support Engineer for a leading bank in Asia with a robust global network spanning 19 countries and over 500 branches. This is a pivotal role where you will serve as the technical authority for complex system issues, ensuring business continuity and operational stability.
As a Senior L3 Support Engineer, you will act as the bridge between end-users and engineering teams, diagnosing intricate technical problems and implementing sustainable solutions. You will be expected to lead root cause analysis (RCA), improve incident resolution times, and mentor junior support staff. If you thrive in a dynamic, fast-paced setting and possess a deep understanding of IT infrastructure, we want to hear from you.
Tanggung Jawab
- Provide expert Level 3 technical support for complex hardware, software, and network incidents.
- Conduct deep-dive root cause analysis (RCA) to resolve recurring system failures and outages.
- Collaborate with cross-functional teams, including developers and QA, to escalate and resolve critical bugs.
- Maintain and enhance technical documentation, runbooks, and troubleshooting guides.
- Participate in 24/7 on-call rotation for critical system maintenance and emergency support.
- Implement proactive monitoring strategies to identify potential issues before they impact users.
- Ensure compliance with ITIL best practices and internal service level agreements (SLAs).
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related engineering field.
- Minimum of 5 years of experience in Tier 3 technical support or systems engineering.
- Strong working knowledge of ITIL frameworks, incident management, and problem management.
- Experience working within the banking or financial services sector is highly desirable.
- Proficiency in troubleshooting Windows, Linux, Active Directory, and network protocols (TCP/IP).
- Excellent communication skills with the ability to translate technical jargon for non-technical stakeholders.