Assist as a backup for Customer Service Administration when required, including handling end-user inquiries, scheduling technician appointments, preparing service reports, and managing relevant courier waybills.
Communicate with relevant parties, including Conex via WeChat, for product coordination and issue resolution when required.
Assist in creating and maintaining service cases and daily service updates where required.
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Act as Technical Product Manager in operations, ensuring all technical components (servers, middleware components, application modules, interfaces, job chains, schedulers, connectivity paths) remain secure, compliant and lifecycle‑current.
Monitor, track and plan technology lifecycle events (EoL/EoS, patch cycles, hardware refresh, OS upgrades, middleware version changes) together with infrastructure and platform teams, ensuring risks are identified early and scheduled into IBSol governance cycles.
Execute Incident, Problem, Change and Release Management according to IBSol service standards, including detailed analysis, task coordination, root‑cause identification and technical approvals.
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Basic understanding of cyber-attack scenarios, information security and cyber defense
Experience with at least some of the relevant tools and applications - in particular SIEM (preferrable Chronicle), IDS/IPS, Web Application Firewalls, Defender)
Basic understanding of relevant infrastructure architecture and systems in the bank (firewall, proxy, logging & monitoring, MS-Defender, Office 365, Exchange Online, Cloud, Active Directory, etc.)
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Assist in calling up customers for service / sales interactions;
Carry out Branch RCSA through sample checking and effective rectification as applicable;
Accept and process transactions (deposits, withdrawals, Remittances, ANSB and any other products launched by the Bank) in a timely and accurate manner;
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Coordinate with Sales Team, Finance, and regional Sales Force Effectiveness subject matter experts to support implementation, administration, performance tracking, monitoring, and reporting of sales force effectiveness systems and related business tools.
Support adoption and administration of standard systems, tools, and service channels to improve operational efficiency, data quality, user compliance, and consistency of execution.
Prepare, consolidate, and maintain operational reports, trackers, dashboards, and documentation required for leadership reviews, business monitoring, project updates, and decision-making.
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