Responsibilities:
- Provide extensive IT support and assist users in the APAC region.
- Highlight IT support issues and support the escalation path for 2nd and 3rd line to Global IT team.
- Manage the ITIL processes - Incident and Problem management. Highlight areas for continuous improvement and/or automation.
- Ensure Company IT service levels are met and exceeded for response and resolution. Create appropriate knowledge base articles to enable user self-service / self-resolution.
Requirements:
- 5-8 years relevant working experience
- System Support expereince in Private Banking
- Familiar with EUC management with focus on Windows 11 operating system.
- . Experience with working in predominantly SaaS solution-based environments.
- Experienced in ITSM ticketing systems such as SNOW or Freshworks. Experience working with 3rd party or outsourced MSPs (Managed Service Providers)
- Experience of working in a multi-cultural environment within a matrix organisation in the region.
- Strong team player, with the ability to work with multiple stakeholders in a multi-cultural environment.
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