AVP - IT Infrastructure support

Headquartered in Tokyo, Sumitomo Mitsui Banking Corporation (SMBC) is a leading global financial institution and a core member of Sumitomo Mitsui Financial Group (SMBC Group). Built upon our rich Japanese heritage since 1876, we put our customers first and provide seamless access to, from and within the Asia Pacific region. SMBC is one of the largest Japanese banks by assets and maintain strong credit ratings across our global integrated network. We work closely as one SMBC Group to offer personal, corporate and investment banking services to meet the needs of our customers.

With sustainability embedded within our strategy and operations, we are committed to creating a society in which today’s generation can enjoy economic prosperity and well-being, and pass it on to future generations.

• Dealing with incoming faults in a professional, courteous manner over the phone, email and walk-in.
• Taking ownership of faults and managing them in a logical and methodical manner.
• Correctly logging incidents and faults, categorizing, and prioritizing them in line with team procedures.
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Diagnosing and resolving problems to the customers satisfaction.
• Maintain and develop own knowledge and skills to assist with first time fault resolution.
• Identify and escalate repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational Resolve all the Vulnerabilities in a timely manner as per the vulnerability report received from SAG

(a)  Knowledge (b) Skills (c) Experience (d) Qualifications

Familiar with working on Windows 7 / 10 / 11, Windows Server 2016 / 2019 based distributions (within a hosting environment). Thorough understanding of networking and WAN technology. Have solid experience in a helpdesk or technical support environment. 12+ years of IT experience Graduation / BE preferred