全职 L2 Apps Support 工作, 薪水, AMK Technology Federal Territory 公司招聘中 - Ricebowl

Qualifications

• Diploma or Bachelor's Degree in Computer Science, Information Technology, or a related discipline.
• 2–6 years of experience in IT Support Operations within a large commercial organization, service-based company, vendor environment, or financial institution.
• Experience supporting RPA platforms, enterprise applications, or automation solutions is preferred.

Key Responsibilities

Application & RPA Operations Support

• Monitor and support day-to-day Robotic Process Automation (RPA) processes to ensure optimal system performance and availability.
• Troubleshoot application and RPA-related issues, ensuring timely resolution in accordance with established SLAs.
• Manage incidents, service requests, problems, and escalations throughout the application lifecycle.
• Coordinate with internal teams, vendors, and product principals to diagnose and resolve system issues.

Incident & Problem Management

• Log, track, monitor, and manage incident tickets through to closure.
• Conduct root cause analysis and recommend permanent corrective actions.
• Investigate recurring issues and provide preventive recommendations to minimize service disruptions.
• Provide timely updates and communication to stakeholders regarding incident status and resolutions.

System Monitoring & Maintenance

• Configure and maintain automated alerts and monitoring tools to proactively identify system issues.
• Perform health checks, performance monitoring, and availability assessments for RPA environments.
• Support planned maintenance activities, system upgrades, migrations, and technology refresh initiatives.
• Participate in production deployments and change implementation activities.

Testing & Release Support

• Support System Integration Testing (SIT), User Acceptance Testing (UAT), and Disaster Recovery (DR) testing activities.
• Perform regression testing to ensure existing RPA processes remain unaffected by application changes.
• Coordinate testing activities with business users, vendors, and project teams.

Reporting & Documentation

• Prepare operational reports including bot performance metrics, Control Room health checks, incident trends, and SLA compliance reports.
• Maintain and update operational manuals, knowledge bases, and incident management documentation.
• Provide reports and documentation required by management, auditors, regulators, and business stakeholders.

Continuous Improvement

• Identify opportunities to improve operational processes, monitoring capabilities, and support efficiency.
• Contribute to process automation and operational excellence initiatives.
• Share knowledge and best practices within the team.

Technical Skills

• Incident, Problem, and Change Management
• ITIL Framework
• Software Development Life Cycle (SDLC)
• RPA Monitoring and Support Operations
• IT Monitoring Tools and Automation Platforms
• Windows Administration and Scripting
• Active Directory Administration
• Network Administration
• Linux/Unix Operating Systems
• Apache, IBM WebSphere, or Oracle WebLogic
• Shell Scripting (preferred)
• SQL Queries and Database Management
• Application Deployment and Release Management
• Root Cause Analysis and Troubleshooting
• Banking Technology Environment (preferred)

Behavioral Competencies

• Strong Analytical and Problem-Solving Skills
• Excellent Troubleshooting Ability
• Attention to Detail
• Strong Organizational and Prioritization Skills
• Effective Communication and Stakeholder Management
• Ability to Work Independently
• Results-Oriented and Task-Driven
• Team Collaboration and Interpersonal Skills

Preferred Knowledge

• Banking Operations and Financial Services Environment
• Technology Risk and Compliance Management
• RPA Platforms such as UiPath, Automation Anywhere, or Blue Prism
• Experience supporting mission-critical enterprise applications