Head of Technical Services

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. This is the broad job description of the job profile. Definitive job description should be reviewed and discussed between you and your manager. Head of Technical Services Why Join Imagine being the first point of contact for our customers when they need help with their banking services. As a Helpdesk Support, you'll have the opportunity to make a real difference in their lives by providing timely and effective solutions to their problems. You'll be part of a team that's dedicated to delivering exceptional customer service and building long-term relationships with our customers. How you succeed To succeed in this role, you'll need to be able to listen actively, empathize with our customers, and provide clear and concise solutions to their problems. You'll need to be able to work well under pressure, manage multiple calls and emails simultaneously, and maintain a high level of productivity. By doing so, you'll be able to resolve customer issues efficiently and effectively, and contribute to the overall success of our customer service team. What you do 1. Infrastructure Operations, Governance, and Risk Management -Supervise and oversee activities to maintain the infrastructure platforms to ensure they are secure, updated, stable and robust in operations, and update operating, configuration, contingency and recovery procedures and records accordingly for up-to-date changes -Address requests and comments from both external and internal audits, examination and reviews to ensure timely implementation of agreed remedies -Review system obsolescence and capacity reports to recommend new technology solutions to formulate long-term IT strategies and budgets -Manage procurement process of hardware, system software and solutions -Estimate the impacts of costs, resources and synergy improvement for the implementation of new technology products / solutions -Manage projects for new implementation solutions and technology upgrades 2. End User Support and Daily Operations -Supervise and oversee the helpdesk activities for answer user inquiries, record and redirect service requests to the right parties to handle, publish and track handling status of escalated system service interruptions to relevant units -Supervise and oversee the daily operations to procure and stock take hardware, software and licenses -Supervise and oversee the activities to maintain IT asset inventory, licenses control and asset disposal process 3. Project Coordination and Local Implementation -Schedule activities to ensure projects and support services are properly finished. These cover analyzing requirements, planning, facilitating local implementation, stakeholder coordination, testing activities, issue resolution, and on-site technical support to ensure successful project delivery. -Liaise with IT vendors to assure quality of deliverables and outsourcing services -Assist in formulating annual budgets, and monitor & control IT expenditures according to defined budgets Who you are - Degree holder in Computer Science or Business Studies -8 years or above in infrastructure services management and project management. -Team leading, banking experience and/or project experience in regional parties’ collaboration are desirable - Sound knowledge of Windows administration (e.g. Active Directory, SCCM, OU Policy…etc) Some hands-on experience in VMWare, ESXi, Microsoft IIS, MySQL, Tomcat, RHEL, or similar are a plus. Advanced excel skills are desirable. - Certificate(s) of ITIL, PMP, COBIT, Microsoft Certified, or similar are a plus. -Self-motivated, independent with strong communication skills -Strong level of written and spoken English and Chinese -Logical, analytical and diligent -Able to work under pressure and meet deadlines Who we are As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. What we offer Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers. What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.