Senior Operator/ Operator, DC Proximity and DC Operations

Job Purpose

This role performs DC operation, hardware health monitoring, DC inventory management, devices decommissioning, DC access control and escort services, DC remote hands services and daily batch jobs submission, monitoring and reporting. It also needs to maintain 24x7 hotline services in Production and DR DC. Additionally, the position needs to operate a 24x7 service desk or incident logging and escalation including provision of user account services. 

Main Responsibilities

Hardware Health Monitoring:

• Conduct bi-weekly hardware health checks based on alert light status and escalate issues to relevant support teams. 

Inventory And Asset Management:

• Perform annual inventory stocktaking of data centre hardware.
• Maintain up-to-date records of hardware in/out movements, including diagrammatic rack space and location mapping.
• Manage hardware security modules (HSM) and ensure proper key handling procedures.

Installation And Decommissioning:

• Execute standard installation procedures for hardware and IT equipment.
• Perform degaussing and disposal of hardware in compliance with the Bank’s data sanitization standards.

Access And Escort Services:

• Provide escort services for personnel accessing the data centre (over 400 onsite requests annually).
• Maintain and review bi-weekly and monthly data centre access logs.

Hotline And Contact Management:

• Maintain 24x7 hotline and point-of-contact information for both Production and DR data centres.

Remote Hands Services:

• Provide daily remote hand services including tape insertion/ejection and preparation of scratch tapes for AS400 production backups.

Manual Operations:

• Execute daily manual operations for applications on Mainframe and Open Platform environments.
• Submit, hold, and monitor batch jobs based on logsheets and change requests (approx. 70–90 logsheets daily across Mainframe, AS400, TWS, & Windows servers).
• Perform regular reboots for Mainframe & Open Platform applications as per logsheets.
• Conduct bi-monthly Mainframe LPAR IPL and weekly AS400 LPAR reboots.

Monitoring And Alerts:

• Monitor console messages from NetView and emails from MailEnable to execute activities as instructed.
• Track Core Banking IBS JGP job status and escalate anomalies per predefined procedures.
• Contact external parties for delays in incoming interfaces (e.g., HKICL cheque files) based on predefined instructions.

Reporting And Communication:

• Provide daily operations status reports.
• Maintain inventory of offsite tapes and hardware awaiting rack mounting or disposal.

Incident Management:

• Operate a 24x7 service desk for incident logging and escalation (handling approx. 1,000–1,200 calls per month).
• Triage incident tickets to appropriate assignment groups and engage support teams as needed.

User Account Services:

• Manage user accounts including creation, modification, deletion, unlocking, and password resets (approx. 200–300 requests per month).
• Handle FFID withdrawal requests (over 500 per month).
• Support AS400 device operations based on business user requests.

Requirements

Education And Qualification:

• A bachelor's degree / diploma in computer science, information technology, or a related field is often preferred.

Work Experience:

• For Operator, minimum 4-6 years of relevant experience in DC proximity services and DC operations, batch job operation, and hotline and contact management.
• For Senior Operator, minimum 6-8 years of relevant experience in DC proximity services and DC operations, batch job operation, hotline and contact management, and incidents reporting and escalation.
• Experience in banking industry is preferred. 

Technical Skills:

• Proficient in daily DC proximity tasks, batch jobs submission and monitoring.  
• Experience in handling hotline calls and incidents reporting and escalation.   

Personal Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.
• Ability to work independently and in a team-oriented environment.
• Commitment to continuous learning and professional development.