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Service Delivery Analyst

4 days ago: SunGard Financial Systems

Job Description

Position Responsibilities/Requirements

JOB SUMMARY:

We have an exciting opportunity for a Service Delivery Analyst in our office in Bangkok, Thailand. This position performs support activities required to maintain a high level of availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support.
This role is focused on learning to apply standards, developing an understanding of the business, and advancing personal professional growth through certifications and tailored goal setting
 

GENERAL DUTIES & RESPONSIBILITIES:

  • Provide technical support activities for a software production processing environment.
  • Install, maintain and support application/source code and/or its components and subsystems including third party software.
  • Detect, diagnose and report related problems.
  • Analyze and resolve incidents, problems or known errors related to failures in application and supporting software components.
  • Provide technical assistance to programming staff in the analysis of application software amends, performance and resource consumption.
  • Create and maintain complete documentation relative to the support of application software.
  • Provide twenty-four hour support for applications and supporting software.
  • Provide consultation to internal users with regard to software capabilities and use.
  • Follow escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
  • Use appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
  • Assist development teams in requirements definition, system design and delivery of projects.
  • Verify technical specifications for development projects.
  • Act as project liaison/Services Delivery advocate on projects.
  • Assist client support with development of internal and client directed communications related to incidents, problems or known errors.
  • Plan and support application specific disaster recovery activities including development and maintenance of documentation.
  • Conduct production support validations/certifications and accepts turnover from development.
  • Provide standardized operational reporting metrics to business as well as information technology management.
  • Monitor and maintain product availability, capacity and performance for products based on defined service level.
  • Provide support to the application security functionality and related administrative and audit services.
  • Participate in change management reviews, confirmation of changes implemented and validate associated documentation.
  • Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
  • Other related duties assigned as needed.

EDUCATIONAL REQUIREMENT:

  • Associate’s degree or Bachelor’s degree in Computer Science or Engineering or Information Technology or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • 3 years’ plus experience as a Service Desk Analyst or related discipline.
  • Communicate ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels.
  • Require a working knowledge of applications and utilities used by supported products.
  • Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems.
  • Ability to demonstrate interpersonal and teambuilding skills and manage conflict.
  • Ability to understand and apply concepts.
  • Ability to analyze and solve problems using learned techniques and tools including escalation practices.
  • Skilled use of Microsoft Office package and related software applications is required.
  • Team skills, including the ability to establish and maintain effective working relationships.
  • General business skills, industry knowledge, financial management and planning skills.
  • Strong analytical, statistical and problem solving skills.
  • Ability to utilize judgment in decision making process and decisions related to job tasks.
  • Strong organizational skills and ability to handle multiple tasks and meet deadlines.
  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public.

FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 53,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice.

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here and here
For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.


Position Responsibilities/Requirements JOB SUMMARY: We have an exciting opportunity for a Service Delivery Analyst in our office in Bangkok, Thailand. This position performs support activities required to maintain a high level of availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support. This role is focused on learning to apply standards, developing an understanding of the business, and advancing personal professional growth through certifications and tailored goal setting   GENERAL DUTIES & RESPONSIBILITIES: Provide technical support activities for a software production processing environment. Install, maintain and...