Kiatnakin Phatra Bank Public Company Limited

Role summary: 

Responsible for troubleshooting the software applications a company uses and ensuring that tickets are resolved in a timely fashion.  Managing the incident process for all business impacting incidents, ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism, owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems and avoid incidents. 

Role and Responsibilities / หน้าที่ความรับผิดชอบ 

Application Administration & Support 

• Provide technical support for enterprise-level application systems. 

• Respond to general questions and trouble tickets in a timely manner. 

• Research, diagnose, troubleshoot, and identify potential solutions for how to resolve an issue. 

• Follow best practices for changing control of proposed solutions. 

• Maintain service reports. 

• Tier-2 of Bank’s Application Support and incident management (24x7). 

• Hand Over Application Operation task (from Developer team/Vendor) with proper process and procedure (TTO) 

Incident and Problem Management 

• Manage major incidents from identification to service restoration and closure. 

• Drive the root cause analysis and produce the RCA documentation within SLA. 

• Communication of incidents or any outage to customers/users in a clear and meaningful way 

• Co-ordination between multiple teams for effective resolution and plan 

• Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes. 

• Work with alerting & monitoring teams to proactively avoid high priority incidents. 

• Run major incident ‘blameless postmortem’ sessions after service restoration to ensure avoidance of repeat incidents. 

• Lead post incident review meetings with customers/users. 

• Track and manage Problem Records, providing reporting and updates to internal and external stakeholders. 

• Drive continuous service improvement and incident avoidances. 
  

Qualifications / คุณสมบัติ:    

• Bachelor's degree or higher in IT related field. 

• At least 3-5 years of relevant professional IT experience  

• Experience working with Jira and OpenSearch. 

• Background in Incident Management in an IT managed service environment 

• Good analytical, problem-solving, ability to work well independently as well as part of a team. 

• Ability to handle pressure situations with clarity, focus and professionalism (be proactive, commitment, willing attitude) 

• Open flexible work conditions to ensure the availability of services and the timely delivery of solutions. 

• Having experience in a position involving application development and maintenance will be useful. 

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง:   

• Some Experience in Financial or Banking knowledge and System Analyst skill. 

• SQL Command Query skill & knowledge 

• ITIL or ITSM Knowledge 

• Problem Solving & Decision-Making Skill 

• Initiative, analytical thinking, troubleshooting and communication skills. 

• 
  

สนใจส่งข้อมูลประวัติการทำงานได้ที่

สายบริหารทรัพยากรบุคคล

ธนาคารเกียรตินาคินภัทร จำกัด (มหาชน)

209 อาคารเคเคพี ทาวเวอร์บี ชั้น 11 ถนน สุขุมวิท 21 (อโศก)

แขวงคลองเตยเหนือ เขตวัฒนา กทม 10110

หรือสมัครผ่านทาง https://career.kkpfg.com/

Line Official Account : https://lin.ee/4lwLPGz

สอบถามข้อมูลเพิ่มเติมได้ที่ 02-•••-•465

ธนาคารจะเก็บข้อมูลของท่านไว้เป็นความลับ

และขอสงวนสิทธิ์ในการติดต่อเฉพาะผู้สมัครที่มีคุณสมบัติตรงตามที่ประกาศเท่านั้น