Senior Problem Manager - Singapore - Charterhouse Pte Ltd

Description

With the expansion and growth plans, they are planning to expand the team, as they embark on their journey to Digitalisation and Cloud.

This will be a senior position within the incident management team, where they will be responsible for end-to-end incidence response.

Where they own and drive incident response and resolution activities, deliver information or decide on the best course of action.

• Lead the Application Support Teams, 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.
• 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

• At least 10 years of experience working in a Bank or financial institute.
• Hands on experience in managing Service, Change and Incident management.
• Experience in managing 'End user' Support, Applications and Infrastructure services.
• Possess good people management skills across all levels with the ability to manage multiple support pillars to identify root cause of the incidence.
• Ability to prioritise and multitask when managing incidences with multiple layers.