• Manager Centre of Expertise team

    Job Locations MY-Kuala Lumpur
    Job ID
    2019-5949
    Category
    IT: Infrastructure & operations (systems, network, security)
  • Company & department description

    SWIFT is a member-owned cooperative that provides the communications platform, products and services to connect more than 10,800 banking organisations, securities institutions and corporate customers in over 200 countries and territories. SWIFT enables its users to exchange automated, standardised financial information securely and reliably, thereby lowering costs, reducing operational risk and eliminating operational inefficiencies. SWIFT also brings the financial community together to work collaboratively to shape market practice, define standards and debate issues of mutual interest. SWIFT is headquartered in Belgium and has over 24 offices worldwide.

    Responsibilities

    SWIFT is looking for a support technical manager to lead the KL Support Centre of Expertise team. The team is responsible for the 3rd line support activities on SWIFT interfaces and SWIFT Community Cloud. The successful candidate will demonstrate solid analytical and people management skills in a very technical software/applications development environment.

     

    Your responsibilities will be to: -

    • Monitor, coordinate and supervise the team and the assigned services to ensure achievement of departmental short and long term objectives.
    • Ensure the team provides high quality service by tracking and monitoring achievements/year to date results against pre-defined objectives, key performance indicators, service level agreement and to propose and ensure implementation of improved tools, procedures and processes.
    • Review and resolve most complex problems and provide technical assistance to team members.
    • Represent the department/division in projects and meetings.
    • Ensure timely and effective information distribution/exchange on technical developments, projects evolution, results etc. to team members and initiate appropriate actions.
    • Under supervision of another manager, implement and maintain HR policies/procedures. Hire, motivate and develop team members, define priorities and objectives, follow-up progress and achievements in order to have qualified, competent and motivated employee; Prepare, propose, and manage within departmental budget.
    • Under supervision of another manager, prepare, propose, and manage staffing levels, skills development plans, work plans and shift schedules in order to effectively and efficiently resolve problems and queries.

    Qualifications

    Education

    • University degree in IT/Engineering or equivalent.

     

    Experience

    • At least 6-8 years of experience in a technical services/support environment within financial and/or telecoms industry, of which 3 years in supervising staff.

     

    Professional knowledge and expertise

    • Well organised and assertive with a strong orientation towards service delivery
    • Strong leadership and people management skills to motivate, manage and coach a team of highly skilled individuals.
    • Expert knowledge of problem management.
    • Strong analytical and troubleshooting skills in order to come to the best conclusion in the most efficient way.
    • Clear and comprehensive communication skills, with the ability to perform under pressure in crisis situations.
    • Fluent in English; other languages are an asset.

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