No more applications are being accepted for this job
- Lead the Application Support Teams, coach and ensure team members focus on their parts of incident response and resolution process.
- Oversee the recovery process and establish a clear chain of authority and responsibility.
- Responsible for case management and collecting & analysing of information on risks to prevent recurrence.
- Work with Technical and Application Teams to identify the root cause of incident, recommend system, service and business recovery options, as well as preparation of technical incident report.
- Work with technical teams to identify temporary workarounds and determine estimation time on resolution
- Document a clear trail of events, work with recovery and operations teams to deliver documentation and reporting and ensure the team works towards a timely resolution.
- Ensure processes and policies are adhered to and standards are met
- Chair the incident and problem review meetings
- Attend post incident review meeting together with Business Incident Manager to report root cause and preventive measures taken to senior IT management and business management.
- Be the key point of contact for coordination and communication for technology team
- Take ownership and perform controlled resolution of incidents and problems working with Business Incident manager, within defined SLAs
- Timely determine the severity and impact of the incident and escalate/communicate to stakeholders
- Track permanent resolution and create knowledge base for future reference.
- Champion stability initiatives to enable application high availability for BAU which includes better monitoring, failover and resiliency
- Ensure adherence to Incident and Problem Management processes
- Support and provide inputs to audit, regulatory and compliance requirements
- Manage regular reporting and customer satisfaction initiatives to achieve suitable outcomes for all stakeholders
- Bachelor's degree with min years working experience in a bank or a financial institution
- Possess excellent working knowledge of ITIL best practices
- Ability to manage incidents and problems at enterprise level and must have experience in banking, in operations and technology to make key recovery decisions
- Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
- Ability to make decisions quickly and effectively.
- Ability to coordinate with other members in the technology teams to ensure all aspects of an incident is managed properly.
- Excellent communication, presentation and interpersonal skills.
- Experience in leading a team and ability to delegate tasks effectively.
Head of Incident Management - Singapur, Singapore - SMBC Group
Description
Responsibilities
Job Requirements