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Jobs or company...

Senior Executive, Production Support

Salary undisclosed

Apply on

Indeed MY

Availability Status

This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.

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About FWD Group
FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.
For more information, please visit
www.fwd.com
FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market.
PURPOSE
As Level 1 Production Support Analyst, the role is expected to understand the business’s end-to-end systems processes and workflow including the capabilities, the dependency and interconnectedness of relevant IT Systems supporting FWD Group and the assigned FWD business units and ensure the systems availability and stability with minimal disruption to FWD business.
The role effectively evaluates reported incidents and activate the necessary recovery actions and work with IT Level 2&3 Production support, other relevant IT teams and business users on all reported incidents, execute workarounds to recover failed service as soon as possible & providing regular updates to business stakeholders on the progress of the recovery.
KEY ACCOUNTABILITIES
  • First level of technical support for all reported incidents and support IT Level 2&3 to resolve complex and severe incidents.
  • Take ownership of reported incident from evaluation to recovery.
  • Trigger and ensure the execution of existing workaround or recovery action if the incident is known issue and recovery is available.
  • Lead the discussion with IT Level2&3 Production support other relevant IT teams and business users and follow through the workaround or recovery action required in resolving the incident.
  • Lead the discussion with IT Level2&3 Production support, other relevant IT teams and business users on the root cause of the incident and follow-up on the implementation of permanent solution.
  • Discuss with business users on the impact of the incident, progress of the incident recovery, & identification & implementation of permanent solution.
  • Facilitate communication between business users and technical team(s) to drive resolutions of incidents.
  • Record and ensure all incident investigation steps are performed for each unique incident in the team’s Knowledge Base portal.
  • Record and ensure all workaround or recovery actions for each unique incident in the team’s Knowledge Base portal.
  • Coach junior team members on the work processes, procedures, policies and supervise their work quality and delivery.
  • Provide suggestions and ideas to improve the production support work processes, procedures and governance and implement improvement initiatives to enhance the stability and availability of the systems.
QUALIFICATIONS / EXPERIENCE
  • Undergraduate degree
  • A relevant Production Support experience is a must.
  • Minimum 5 years of relevant experience
  • Experience in Insurance industry is preferred.
KNOWLEDGE, SKILLS & ABILITY
  • Knowledge of General & Life insurance products.
  • Working knowledge of General & Life Insurance core system is beneficial.
  • Technical knowledge on Web Applications & DB Query.
  • Technical expertise on issue debugging and analysis.
  • Proficient in solutions assessment and validation.
  • Excellent knowledge in Incident & Problem Management.
  • Proficient in MS Office suite of products e.g. Work, Excel, PowerPoint, Project & Visio.
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