Have night shift: 10pm-6am,twice or triple a week.Need fluent in English and Chinese. INCIDENT MANAGEMENT Represent the first stage of escalation for IncidentsInvestigate and diagnose Incidents to restore a failed IT Service as quickly as possibleResponsible for assigning incidents within a group or divisionDetermines if an incident needs to be escalated according to priority and severity of the issueParticipate in Incident review following major IncidentsEnsure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level AgreementsDocument troubleshooting steps and service restoration detailsCreate and submit knowledge articlesProvide specialized investigation and diagnosis of all Incidents and Service RequestsIdentify ProblemsVerify resolution with end-users and resolve assigned IncidentsEscalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Operations ManagerEscalate unresolved Incidents to Level 3 Engineer or to partners.Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents SERVICE DESK Serve as the first point of contact for customers seeking technical assistance over ticket, chat or emailPerform troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresTesting and analyzing IT system and software performance.Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.Avoiding service interruptions by performing system installations, updates, and maintenance procedures.Preparing training manuals and FAQ materials for easy-access end-user guidance.Documenting processes and maintaining service desk records.Making recommendations to optimize IT performance and to prevent future problems.Collaborating with internal departments to ensure that IT needs are met.Keeping informed of advancements in IT.Monitor and escalate issues detected in our monitoring tools.Deep dive in the logs to understand the error. PROBLEM MANAGEMENT Understand the knowledge and skillsets throughout the organization, so they can determine which subject matter experts to engage on a problem. Responsible for coordinating all aspects of problem diagnosis and resolution.Maintains an overview of the problem queue, updating status and keeping the affected stakeholder informed of progress.Key member of any team created to manage a major incident and to facilitate data collection and analysis, leading to a long-term fix for the issue. This ensures a permanent solution is investigated at the same time as the incident team is trying to resolve the immediate impact.QA Reviewing and analyzing FSDExecuting test cases Qualifications: At least 4 years IT working experience related to Service Desk, Incident ManagementExcellent active listening skillsAbility to clearly articulate messages to a variety of audiencesAbility to establish and maintain strong relationships internally or with the clientAbility to influence others and move toward a common vision or goalFlexible and adaptable; able to work in ambiguous situationsResilient and tenacious with a propensity to persevereOrganized with a natural inclination for planning strategy and tacticsProblem solving and root-cause identification skillsAble to work effectively at all levels of an organizationMust be a team player and able to work collaboratively with and through othersAmenable to work on a shifting schedule including holidays and weekends.Banking support experience is a plus.Knowledgeable in ITIL practice.Basic Linux and networking skills are must.Domain knowledge in digital core banking projects, such as: ekyc, mobile app, origination, deposits, loans, credit cards, payments in banks are added advantage.Bilingual in Chinese and English. Able to communicate effectively through speaking, writing and listening comprehension. Minimum QA/Testing experience is a must