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Job Opportunity: Head of Production Support:

Job description:


•Responsible for preventive and corrective maintenance •Primarily responsible for providing L2 and L3 support•Hands-on & Swift Problem investigation and resolution•Maintain excellence in all mandated Incident-Problem-Change streams. This includes strong communication, Major Incident (MI) handling and effort tracking for teams•Hands on expertise in cascading best-in-class monitoring standards and demonstrate governance in keeping runbook configuration continually as new information becomes available while managing day-to-day support tasks/issues•Follow up with the development team on the preventive actions / measures to be taken in order to avoid a repeat occurrence of the application errors and outages•Support deployment activities •Involve in the weekend support coverage for changes due to application releases and infra-structure related works and provide holiday support coverage •Responsible to support development of CRs if having spare capacity•Responsible for estimating development / fixing effort and timeline•Act as a back up for Clicks DevOps HeadStrategy and Planning •Develops and spearheads the execution of application management strategies •Drives and implements initiatives to enhance the performance of the Clicks applications•Identifies key objectives, financial and other performance measures for the department•Identifies, allocates and organises resource requirements, including people development needs•Keeps abreast of Information technology and business developments in order to take appropriate actions to capitalise on opportunities and mitigate threats•Lead and supervise the support teams to ensure that all functions and responsibilities are carried out efficiently and effectively.•Ensure that all teams are meeting the operational requirements of Level 1, Level 2 and Level 3 Incidents. •Ensure all incidents are resolved according to timeline. supervise management of stakeholders•Ensure product support related Service Level Agreement (SLA) / Operational Level Agreement (OLA) are met or exceeded by support teams.•Ensure all terms and conditions agreed in the SLA to be carried out effectively •Manage the expectations set out in SLA with the business stakeholders. •Accountable for ensuring highest level of system availcapability, i.e. the probcapability a system will work as required when required during the period of a project to the various users at all times in line with the agreed Service Level Agreement (SLA) for availcapability.Continuous Improvement Approach•Implement continuous improvement activities all over Support team. •Ensure that the best practices are captured and followed by the Support teams.•Improve Support activities to reduce Incident ticket volumes over a period of time.•Consistent engagement with Level 1, Level 2 and Level 3 support leads to identify gaps for improvement in support processes.Conduct Human Development Activities within Support teamPoint of EscalationEnhance and Monitor Key Performance Indicators for entire Support team

WORK LOCATION View larger map / directions View larger map

Nearby Transportations

    LRT - Bandaraya


Menara Bumiputra-Commerce, 11 Jalan Raja Laut, 50300, Kuala Lumpur, Malaysia


Average Processing Time

More Than 2 Weeks

Registration No.



Banking/Financial Services


Facebook Fan Page

Company Size

More than 5000 Employees

Working Hours

Regular hours, Mondays - Fridays

Dress Code

Formal (e.g. Shirts + Ties)



Spoken Language

English & Bahasa Malaysia




At CIMB Group we believe foresight is the key to unlocking potential. As we extend into universal banking to cover all areas of financial services, we look for individuals with a thirst for challenge, a sound educational background and outstanding capabilities. Well-rounded, multi disciplined persons with high intelligence, energy and integrity are welcome to be part of this forward thinking and fast moving organisation.
Our accelerated expansion in recent years has transformed us into a universal bank with a global network. If you aspire to be part of a highly regarded organisation, where prospects are boundless, CIMB is the perfect partner to realise your dreams. CIMB is a fast growing universal bank, offering you a wide variety of career opportunities.



Being a regional universal bank, the opportunities for you at CIMB are endless. The playing field is big enough for everyone and the spread of products and services will fulfill your expertise appetite. While the demands on you can be high, our multi-award-winning organisation offers you prospects for a truly compensateing career where you can derive satisfaction from working alongside bright and supportive people on challenging and innovative assignments.


Job Category: Creative Arts/Media [ View All Creative Arts/Media Jobs ]
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Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Kuala Lumpur Kuala Lumpur
Address: Kuala Lumpur
Company Type Employer
Post Date: 07/12/2018 / Viewed 288 times
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