Define your future at Hong Leong Bank
Overview:
To support the Incident Management Team by assisting in coordination, documentation, and data
analysis to ensure minimal business disruption.
Responsibilities:
Incident Coordination Support: Assist in the administrative setup and management of incidents.
Process Compliance & Monitoring Support: Monitor active tickets to ensure they adhere to established Incident Management procedures and SLAs. Verify that all incident activities remain compliant with internal policies and regulatory requirements
Reporting & Data Analysis Support: Assist in tracking and compiling key performance metrics such as Mean Time to Repair (MTTR) and resolution rates. Utilize tools like Excel and PowerPoint to help create weekly or monthly incident trend reports for management.
Knowledge & Documentation Management Support: Document incident resolution steps and update the knowledge base to ensure information is shared effectively across teams.
Root Cause Facilitation Support: Support the facilitation of post-incident reviews by organizing documentation for Root Cause Analysis (RCA).
Continuous Improvement: Identify and suggest minor workflow or tool enhancements to improve the efficiency of the Incident Management process.
Tool & Process Improvement Fresh Ideas: Continuously identify opportunities to enhance incident management tools and workflows.
Skills and Experience We Are Looking For:
Educational Background: Currently pursuing a Diploma or Degree in Information Technology or a related field.
Technical Foundation: Basic understanding of IT infrastructure (Networking, Applications, or Databases).
Soft Skills: Strong written and verbal communication skills for documenting technical issues.
An analytical mindset with the ability to troubleshoot problems under supervision.
Tooling: Familiarity with ITSM platforms and Microsoft Office Suite (Excel/PowerPoint).
Desirable:
Basic knowledge in Networking, applications, DBs, Unix and Wintel.
Certified in ITIL, other technical relevant
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.