Job Openings L2 and L3 IT Support Engineer

About the job L2 and L3 IT Support Engineer

We are looking for L2 and L3 Support to join our growing team.

Level 2

Administrative Tasks

  • Raising Sourcing Requests for new Application Solutioning Requests (ASRs)
  • Support Half Yearly User Access Review (User to Role and R2F)
  • Support Tri-annual Privilege Access Activities (PAA) review
  • Support Annual Account Review
  • Monthly / Weekly Incident Summary Reporting
  • Together with RWS IT to responds to IA, PWC and other Auditors Audit RFI (Request for Information)
  • Together with RWS IT to respond to queries from compliance and authorities related to system behaviors and Statement of Non-Compliance (SONCs) from past incidents
  • Together with RWS IT to conduct Annual DR Activity (Azure)
  • Together with RWS IT to conduct Quarterly Review L3 contractors passes validity
    
    Incident Handling / Support (Refer to Appendix C2 for more details)
  • Receive calls from BUs and IT Service Desk for incident escalated to L2 (based on SDR)
  • Log incident ticket to Remedy when BU report incident directly
  • Manage and respond to Business Users direct incident reported (together with RWS IT to optimize the ticket workflow)
  • Implementation of straight forward solution, work around and known fix for common issues
  • Escalate issues to L3 when workaround or fix is not available
  • Activate P2 procedure when needed, owning the incident as incident manager
  • Timely update of incident status & close incidents in remedy
    
    Service Requests
  • Prepare Access Privilege Matrix (APM) Requests for BUs
  • Guide to raise System Access Request Forms
  • Data extraction Requests
  • System Data Information requests from BU to Server/Database
  • Renewal of SSL Certificates
  • Architecture Diagram Review (Liaise with Azure to supply Architecture)
  • Support monthly & quarterly systems Health check maintenance
    
    Problem Management
  • Log problem ticket in Remedy
  • Timely update of problem ticket
  • Root cause analysis
  • Follow up and schedule the problem fix
    
    Change Request (Existing SIT, UAT, Production configuration change excluding new project and new functionality requirement)
  • Raise Change Request, follow up with implementation
  • Seek various CR Approval
  • Execute the change request (raise request on PAPM and deploy after CR is approved)
  • Ensure the Change Request follows and comply with Change Request Policy
  • Follow up on Change Request Closure
    
    Projects / ASRs
  • Initiate BU Engagement on ASRs and Requirements Gathering
  • Coordinate and monitor the implementation of key milestones of each projects / ASRs
  • Monitor all Project Documentation Requirements and any Go Live Activity Checklist requirements
    
    UAT Support (Existing UAT configuration change excluding new project and new functionality requirement)
  • Arrange UAT session with Business Users.
  • Prepare UAT data and test scripts
  • Coordinate UAT with subsystems
  • Follows up closely on UAT Result and Signed Off
  • Conduct Performance Testing on bulk data patching in Production Clone database
  • Run scripts in production after DB cloned
  • Run Stored Procedures(SP) and newly enhanced SP after DB cloned
    
    Systems Maintenance and Jobs Monitoring
  • Perform daily batch jobs monitoring and attend to failed jobs actively
  • Maintain the Production platform version information, and plan release upgrade implementation
    
    Project Deployment / Releases
  • Together with RWS IT to complete Go-Live Checklist, IT Security Checklist, IT ID Admin Checklist
  • Together with RWS IT to perform Risk Assessment such as identifying risks on the planned release and impact to its current operation (if existing)
    
    AMS workflow / Process Improvement Innovation Proposal
  • Supply the mechanism and proposal about the monitoring tool enhancement or system process enhancements requests by BU or L2
  • Supply the proposal about the system automated jobs ,auto regression process as required by projects or process enhancements
    
    Level 3 Support
  • Respond to L2s escalated incident according to SLA
  • Respond to L2s Enquiries and Service Requests according to SLA
  • Support L2 in responding to queries from authorities/auditors related to system behavior and non-compliance incidents
  • Support L2 on System Maintenance and/or other Major System Activities (e.g. DR, CRA Walkthru, etc)
  • Comply with the L2s authorities and/or Compliance Policy Requirements
  • Comply with L2s implemented Service Management Process
  • Conduct RCA with L2
    
    Administrative Task
  • Respond to L2s request of reports (INC, SRs, ASRs, etc)
  • Prepare Document Guides, User Guides and other documents required by System and/or RWS
    
    UAT Support
  • Arrange UAT sessions with Business Users
  • Ensure to secure the UAT Sign Off on time

PAMS Specific Tasks

  • Liaise with OTA for API onboarding
  • Provide OTA the necessary API documentation or postman scripts
  • Guide OTA on how to use the API
  • Answer OTA questions about the API
  • Assist existing OTA with API troubleshooting
  • Update API documentation if the documentation is unclear
  • Generate SIT, UAT and PROD key and send to the OTA for connectivity setup
  • Creating SIT TA user login account and tag offers in SIT to facilitate onboarding OTA SIT testing
  • Coordinate with BU to create the UAT TA user login accounts and tag offers in UAT
  • Verify OTA SIT & UAT purchases in PAMS and that the transaction received in PAMS is good
  • Check on the issues when OTA encounters during their development, SIT, UAT & PROD

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