Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

JOB SCOPE:   

• The incumbent is responsible to support all application in PAMB as per assigned.

• They may need to ensure all the incidents were resolved within the SLA and the system availability is in order on the daily basis.

• The person must be able to work in a team environment and be able to communicate effectively with other team members. 

• The person will also be able to demonstrate problem-solving techniques in a business and/or technical environment. 

• The person must demonstrate ability to take ownership of tasks assigned to them and progress them through to completion.

• Anticipate and address potential issues before they become issues. This takes good organizational skills and a keen attention to detail.

• Able to work closely with others support team members daily to contribute to their employer’s overall support needs and strategy.

• Ensuring new users of an application have a smooth onboarding process

• Resolving urgent and immediate requests by various users in a vibrant and demanding environment

• Team working, time management, communication and problem solving skills were significantly enhanced

• Collaborate with multiple internal teams across disparate groups to resolve users support escalations.

• Supporting internal customers in any day-to-day activities.

• Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management.

• Provide after-hours and on-call support for client service delivery.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Develop plans with Infrastructure team to ensure PAMB system are available and system performance are meet according to the SLA Address PAMB application production issues according to the SLA Provide PAMB application support and guidance which may include service packs, upgrades and infrastructure Maintain appropriate levels of technical and procedural documentation  Adhere to appropriate departmental procedures and practices (such as auditing requirements, control procedures and incident management procedures) Work in partnership with other department as required ensuring correct exchange of knowledge and successful transition of support PAMB production issue Work with BA project team to investigate complex issues, identify and implement solutions to re-occurring problems Share / spread knowledge throughout the support team and relevant areas, from development through to support Take a pro-active approach to working with the rest of the interface development team. Monitor and record time spent on activities according to the standards applied in the organization. Report progress to the BAU manager as required. Participate in peer reviews of own and others work as required by the team leader. Share knowledge gained with peers. Mentor other team member as assigned by the BAU support manager proactive, self-driven and able to identify improvements as part of the BAU work to address recurring issues, close monitoring gaps, and automate/reduce manual work

JOB SPECIFICATION:   

Qualifications

• Bachelors Degree or Masters Degree program in a technical field such as Computer Science, Information Technology Engineering, or equivalent work experience

Experience

• Fresh graduate or 1 to 3 years working experience for executive level.
• 4-6 years of working experience for AM level.
• 6-8 years and above for Manager (M1) level
• 8 years and above for Manager (M2) level

• This role requires experience with Oracle, Java, HTML5 , Unix  ,  Smart Cobol
• Experience implementing and/or supporting Life Insurance applications will be beneficial

Note: Above number of years of working experience is just a general guideline, subject to performance.

Key Competencies

• Communication skills - written and verbal.
• Planning and organizing.
• Prioritizing and Time Management

• Assessment and analysis skill.
• Attention to detail and accuracy.
• Flexibility.
• Adaptability
• Customer service orientation.
• Teamwork and interpersonal skill
• Intimate knowledge of an organization’s computing systems
• Ability to explain complex ideas to those with limited IT and systems knowledges
• Listening ability and patience
• Extraordinary customer service and relationship management experience
• Critical thinking skills
• Acceptance of ownership
• Understands the infrastructure of a Client server environment 
• Experience reading Java code is very helpful 
• Experience writing scripts for automation purposes (Perl or UNIX) 
• Experience working in a Ticketing environment (i.e Remedy, Service Manager) 
• Prior experience with Splunk, Wiley, Dynatrace monitoring tools would be a plus. 

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.