IT Support Engineer (L2)
About the job
About the IT Support Engineer (L2) role
The IT Support Engineer is responsible for maintaining the reliability, security, and performance of IT systems. The role includes managing incidents, service requests, and change implementations, coordinating with business users and vendors, and ensuring compliance with audit and security standards. Additionally, the engineer supports project deployments, system monitoring, and process improvement initiatives to enhance operational efficiency and automation.
Key Responsibilities:
- Administrative Tasks
- Raising Sourcing Requests for new Application Solutioning Requests (ASRs)
- Support Half Yearly User Access Review (User to Role and R2F)
- Support Tri-annual Privilege Access Activities (PAA) review
- Support Annual Account Review
- Monthly / Weekly Incident Summary Reporting
- Together with RWS IT to responds to IA, PWC and other Auditors Audit RFI (Request for Information)
- Together with RWS IT to respond to queries from compliance and authorities related to system behaviors and Statement of Non-Compliance (SONCs) from past incidents
- Together with RWS IT to conduct Annual DR Activity (Azure)
- Together with RWS IT to conduct Quarterly Review L3 contractors passes validity
- Incident Handling / Support (Refer to Appendix C2 for more details)
- Receive calls from BUs and IT Service Desk for incident escalated to L2 (based on SDR)
- Log incident ticket to Remedy when BU report incident directly
- Manage and respond to Business Users direct incident reported (together with RWS IT to optimise the ticket workflow)
- Implementation of straight forward solution, work around and known fix for common issues
- Escalate issues to L3 when workaround or fix is not available
- Activate P2 procedure when needed, owning the incident as incident manager
- Timely update of incident status & close incidents in remedy
- Service Requests
- Prepare Access Privilege Matrix (APM) Requests for BUs
- Guide to raise System Access Request Forms
- Data extraction Requests
- System Data Information requests from BU to Server/Database
- Renewal of SSL Certificates
- Architecture Diagram Review (Liaise with Azure to supply Architecture)
- Support monthly & quarterly systems Health check maintenance
- Problem Management
- Log problem ticket in Remedy
- Timely update of problem ticket
- Root cause analysis
- Follow up and schedule the problem fix
- Change Request (Existing SIT, UAT, Production configuration change excluding new project and new functionality requirement)
- Raise Change Request, follow up with implementation
- Seek various CR Approval
- Execute the change request (raise request on PAPM and deploy after CR is approved)
- Ensure the Change Request follows and comply with Change Request Policy
- Follow up on Change Request Closure
- Projects / ASRs
- Initiate BU Engagement on ASRs and Requirements Gathering
- Coordinate and monitor the implementation of key milestones of each projects / ASRs
- Monitor all Project Documentation Requirements and any Go Live Activity Checklist requirements
- UAT Support (Existing UAT configuration change excluding new project and new functionality requirement)
- Arrange UAT session with Business Users.
- Prepare UAT data and test scripts\
- Coordinate UAT with subsystems
- Follows up closely on UAT Result and Signed Off
- Conduct Performance Testing on bulk data patching in Production Clone database
- Run scripts in production after DB cloned
- Run Stored Procedures(SP) and newly enhanced SP after DB cloned
- Systems Maintenance and Jobs Monitoring
- Perform daily batch jobs monitoring and attend to failed jobs actively
- Maintain the Production platform version information, and plan release upgrade implementation
- Project Deployment / Releases
- Together with RWS IT to complete Go-Live Checklist, IT Security Checklist, IT ID Admin Checklist
- Together with RWS IT to perform Risk Assessment such as identifying risks on the planned release and impact to its current operation (if existing)
