Helpdesk Support

Helpdesk Support, APAC Inetum is an agile IT services company that provides digital services and solutions, and a global group that helps companies and institutions to get the most out of digital flow. In a context of perpetual movement, where needs and usages are constantly being reinvented, the Inetum group is committed to all these players to innovate, continue to adapt, and stay ahead. With its multi-expert profile, Inetum offers its clients a unique combination of proximity, a breakdown by sector, and state of the art solutions. Operating in more than 27 countries, the Group has nearly 27,000 employees and in 2021 generated revenues of €2.2 billion • Operating over 27 countries • 2021 revenue of over €2.2 billion • More than 50 years of existence In order to support our forthcoming businesses and technological challenges, we seek innovative and agile people sharing our mind set We are now looking for a Helpdesk Support, APAC to join our team in Singapore Mission Provides first line of technical support for APAC applications for various domains (Cash Management, Core Banking & Functions, and Trade and Finance Services) The candidate should demonstrate a combination of technical and functional skills together with excellent communication and interpersonal skills. He/she must have a genuine willingness to work in a role where the operation of availability- & time-critical systems is routine Responsibilities · Responsible to respond to user requests, incidents, and problems on a timely manner · Resolve or coordinate the resolution of issues with other internal teams and/or the vendor · Escalate and collaborate with respective Level 2 application support teams or other support if necessary. · Instigate and chair technical bridge and assign tasks to the relevant attendees; send out the relevant reports at the end of each major incident · Send email communications and regular updates to all stakeholders giving details of the incident on a timely manner · Communicate and provide status updates on issues to business users, management team and other stakeholders · Perform job submission, backup, recovery in accordance to standard operating procedures or approved ad-hoc requests · Document operation procedures, contribute to knowledgebase and cross train other team members · Generate report and analyze trend on team performance · Analyze and challenge existing support processes to achieve continuous improvement · To understand and support ITIL procedures and guidelines defined by tower owners · To be able to apply and relate ITIL procedures in handling day to day tasks · Support Disaster Recovery Test and Business Continuity activities Knowledge and experience · A background in banking, and more specifically in Corporate Banking, and prior exposure to payments platform is a plus · Proven track record in maintenance & support of business-critical applications while realizing operational efficiencies · Good understanding of messaging infrastructure and the ability to analyze and monitor data flows · Good understanding of change, incident & problem management methodologies · Familiarity with approaches & procedures of Business Continuity/Disaster Recovery · Good understanding of IT risk and security · Strong team player Skills · Dynamic, Proactive and Teamwork oriented · Self-starter and fast learner · Good command of spoken and written English · Functional knowledge in UNIX, ORACLE DB, PL/SQL, Java · Functional knowledge in Microsoft Office suite (Excel, Word, PowerPoint, Visio) · Familiar with Windows platform · Practical knowledge of change, incident & problem management tools · Practical knowledge of active monitoring and alerting tools · Flexible attitude · Ability to perform under pressure · Strong analytical skills Qualifications · Bachelor’s degree in a computer or engineering related with 2-3 years field or equivalent work experience · ITIL v3 Foundation certification or demonstrated experience