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Senior Officer, End User Computing and Endpoint Services (0396)

Category:  Information Technology Division
Job Type: 
Facility:  Technology

Job Purpose

- The job holder perform the group's functions and duties as prescribed.
- The job holder directly implement or control outsourced partners, ensuring high efficiency PC and terminal services, meeting SLAs and providing a good experience for internal users.
- The job holder implement strategy on computers and terminals in line with the general strategic roadmap of IT Infrastructure Services as well as of the Technology Division and the Bank.

Key Accountabilities (1)

Work management and administration:
- Perform operational tasks: Monitor and report the daily operation status of computer service systems and terminals. Troubleshoot problems, perform backup testing.
- Monitor the implementation of configuration change, maintenance and service requests on computer service systems and terminals.
- Supervise and manage the implementation and support activities of the partners that the bank has signed outsourcing services (Outsourcing).
- Coordinate with IT and professional units in the Bank to find out the requirements for services related to computers and terminals in accordance with the operational and development needs of the whole bank.
- Provide services related to computers và terminals on the assigned scope, ensuring the quality of services provided to internal users.
- Perform assigned roles in IT service management processes (e.g. incident management, change management, ...)
- Participate in and directly compiling processes, regulations, and guidelines related to Computer Services and terminals
- Report periodically to Team Leader/Director of Computer and Terminal Services.

Key Accountabilities (2)

Risk management and compliance:
- Ensure that the unit's activities comply with internal policies, regulations, processes, guidelines... and service quality commitments (SLAs).
- Identify risks of the unit in the process of operation, coordinate with related units to develop methods of measuring, assessing and minimizing risks; overcome and improve the risk points of the entity.

Key Relationships - Direct Manager

Team Lead, End User Computing and Endpoint Services

Key Relationships - Internal Stakeholders

HO: Director of other technology infrastructure service departments (Telecom, Central system, Infra Security, IT helpdesk), IT helpdesk; Similar directors in other IT units (IT security, IT Risk, App Ops); department managers of Internal Services, ANBV, ATM operations, treasury;
CN: All staffs of business units.

Key Relationships - External Stakeholders

Outsourced technology support service partners.

Success Profile - Qualification and Experiences

- Graduated from university majoring in IT or electronics and telecommunications, business administration, finance and banking
Work Experience
- Have worked in the related field for at least 5 years
Foreign language
- English, level 1 (TOEIC < 550) / according to TCB's regulations in each period

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