What is the opportunity?

CACEIS was set up in Cyberjaya, Malaysia in July 2023 with approximately 1,000 employees, with the acquisition of RBC investor Services’ European business and Malaysia centre of excellence.

As a centre of excellence, the team in Malaysia provides asset services, custody and payments for clients in Europe (Belgium, Ireland, Luxembourg, Switzerland and United Kingdom) with a global operating model that maximises efficiencies across time zones, supports 17/5 operational capability with follow the sun model, enhances scalability of our global operations and the implementation of standardized processes.

We are looking for a Major Incident Manager who can drive consistent Incident management operational framework and processes for high priority incidents focusing on effective and efficient service recovery. Major/Incident Management in executing best practices in investigation, hierarchical and technical escalation, diagnosis, recovery, documentation, communication and transition to Problem Management.

This role reports in to the local Service Delivery Manager. This is a high-profile role providing Major Incident Management support to the CACEIS IS Bank Production Center, Infrastructure  and applications which support both client facing and internal services.

Region: APAC

Working hours: (5AM – 2PM / 11AM – 8PM / 5PM – 2AM)

What will you do?

• Performs Local IT daily activities as per checklist accurately and timely.
• Local IT support daily activities:
• Incident resolution escalated by IT Helpdesk
• Manage incidents/service request related any hardware and software use by CACEIS KL users within SLA
• Provide technical support for Townhall, Job Fair and meeting/training rooms setup
• Deployment and movement of physical assets
• Asset management (inventory update, tracking etc, reconciliations )
• Ensuring the team KPI/KQI’s are met as per incident SLA
• Ensure that all production environment facilities (PCs, Telephony system, Mobile Devices and Video Conference) are always in good running condition
• Support DRP/BCP requirement in the organization
• Analyzed and escalate issues if required to SDM for resolutions.
• Develops and maintains technical procedures and user guides.
• Ensure appropriate communication to users on any issue arise.
• Communicate and follow up regularly with the service providers whether internally or externally on any issues arise.
• Troubleshooting, diagnosing and solving issues related to system and network problems with a hardware/software faults.
• Ensure daily activities performed in accordance with CACEIS Malaysia Compliance and Audit guidelines.
• Keep records of all IT assets (receiving, faulty, repairing, relocate)
• Participate into the resolution and follow up of any items identified by the Audit.

Bachelor's Degree in related field.

What do you need to succeed?

Must-have 

• Functional/technical skills
• Good troubleshooting skill
• Desktop, MS Windows, Citrix, Printers, telephony management and MS Office applications, Outlook/ Messaging

Nice-to-have:

• Basic knowledge of network management
• Basic knowledge of Active Directory

What’s in it for you?

• We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
• A comprehensive Total Rewards Program including performance-based bonuses, flexible benefits, and competitive compensation.
• Leaders who support your development through coaching and managing opportunities.
• A world-class training program in financial services.
• A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded.