Tan Chee Lu

• Create, activate, maintain, validate and deactivate and secure user accounts and contact information for IT systems.
• Active Directory 2008 R2 and higher, Active Directory integrated DNS, and Active Directory Federation Services v 2.0 and greater (ADFS)
• Accurately update work requests in Service Now, request tracking system.
• Write and maintain user documentation. Work with policy and business requirement development groups to provide subject matter expertise regarding the provisioning of user accounts, and contact data validity.
• Provide quality control and quality assurance techniques to the development of identity records and user access for IT systems.
• Application access administration over multiple platforms including administrative and financial applications.
• Facilitate communication between System Owners/Operators, Compliance (Privacy and Security), and end users and managers regarding identity record and user access matters.
• Support management systems and act as escalation point from Service Desk
• Ensure all approved request are implemented as per the SOP and within the stipulated timeline.

• Monitoring alerts in SolarWinds, Zabbix/Check_MK, Silver peak, Nimsoft.

• Responding to alerts and notifications about network incidents, alerts, and alarms, and follow established procedures.

• Continuously monitor network infrastructure, servers, and services using network monitoring tools to detect and respond to issues promptly.

• Handle Critical case Priority 1 /2 ticket issue, and work in with Incident Management handle bridge call and preparing all the information and requirements.

• Issue ticket in ServiceNow for all incidents and services request, monitors its progress and provide updates up till closure with an incident report for all tickets.

• Respond promptly to alert and escalate immediately to next level support as per predefined procedure. (Take immediate action to resolve all incidents and escalate to 2nd Level if it cannot be resolved within 1 4 hour depend on the alert etc. CPU, Memory, VM, Boot Alarm, Network).

• To create tickets and escalate and assign to respective teams for resolve the issue issues, SLA must be met in accordance with Service Impact, working on incidents and change requests.

• Assists in troubleshooting reported issues, monitoring server utilization and gateway server performance.

• Patching updates, doing sanity tests, and logging into the database server to attempt to resolve issues if a page won't load.

• Follow escalation matrix to inform errors and assist in the process of recovery for problems.

• Problem management will include logging of tickets or incidents relating to batches and health monitoring (e.g.: Serious/Critical, High/Major, Minor, Warning).

• To do reboot/restarts of services, monthly task for login VMware Horizon Client to Big‑IP Configuration Utility F5 networks.

• To provide Helpdesk Support at the Bank's Data Centre which runs multi‑platform systems on IBM Mainframe (Lotus), A/S400 production SiBS Staging, UNIX (optional command base), Tivoli Integrated Portal (TWS) and Windows NT.

• Monitor operational status of software and hardware, including operating systems, application/Op manager systems, ATM CAM and devide equipment.

• Monitor job scheduling of various application software systems.

• Manage Tape media and arrange tape from onsite to offsite storage.

• Maintain Incident Logs for problems occurred.

• Perform daily batch job submission, daily back up, recovery, Private Banking EOD, Guava Ops and restart in accordance with SOP.

• Perform First Level system and batch problem determination and resolution.

• DC walkaround check ‑ Amber/Red alarm

• Provide operational support and systems monitoring and conduct regular health and checks.

• Keeping a close eye on servers, network equipment, and data storage to ensure they are running smoothly.

• Manage, trigger and verify production backup jobs for all platforms.

• Tape media management for onsite and offsite storage.

• Ensuring Data Centre temperature, check data center environment room e.g.: water leaking.

• Ensuring proper cabling and wiring to maintain efficient data flow.

• Ensuring Data Centre are secured by tracking activities and accesses are controlled and authorized.

• Issue ticket for all incidents and services request / visitation request, monitors its progress and provide updates up till closure with an incident report for all tickets.

• Handle basic network cabling base on the request.

• Escort visitor, confirming the identity and purpose of visitors or contractors before granting them access.

• Provide data and information for Incident, logging of events according to defined procedures.

• Respond promptly to alert and escalate immediately to next level support as per predefined procedure. (Take immediate action to resolve all incidents and escalate to level 2 if it cannot be resolved within 1 ‑ 4 hour depend on the alert etc. CPU, Memory, VM, Boot Alarm, Network).

• Follow escalation matrix to inform errors and assist in the process of recovery for problems.

• Problem management will include logging of tickets or incidents relating to batches and health monitoring (e.g.: Critical, Major, Minor, Warning).

• Monitoring on SolarWinds, SCOM, Nimsoft, Footprint, monthly task for login VMware Horizon Client to Big‑IP Configuration Utility F5 networks.

• Reacting quickly to any emergencies or outages to minimize downtime.

• Smart hand to do reboot/restarts of services and servers.

• Provide remote support and on‑site support in terms of hardware and software for local and oversea user.

• Deploy and recovery of Laptops and Desktops for new and existing staffs install and configure company software according to department request.

• Assist users or department head in purchasing of IT equipment's for Department or Company use.

• Provide support for all IT matters PCs, software and hardware installations, support, and troubleshooting, including Microsoft products and business specific applications Wireless device support and troubleshooting, including Apple and Android products.

• Server maintenance, status check and make a report, printer mapping and manage email messaging.

• Maintaining, analysis, troubleshooting any new account created on Office365, proven design, planning and implementation experience with Office 365,deploy support and migrate mailbox and user data to Office365.

• Provide support & maintenance service responsible for system installation, configurations & administration on Windows Support local & regional in day to day IT Inventory records & documentation.

• Upgrading Regional VPN Clients on user Laptop Configure and support user Apple devices in reading company email.

• Ensure all IT Assert are properly tack and recorded Software use Windows XP, Windows 7 Pro, knowledge of Microsoft Server 2003, 2008, Outlook Express, 2003, 2007 and 2010, using Active Directory for daily operation use etc. reset user login password, creation and deleting of User accounts

• Handling of network management Network Area Storage server (TCP/IP Routing, DNS, VPN etc..) To be responsible for the BASIS function in SAP implementation. Ad hoc duties as assigned.