• In charge of managing the entire incident response process, taking ownership of coordinating response and resolution efforts, making informed decisions, and providing prompt support while overseeing supporting teams in times of incidents.
• 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
Job Requirements
• Bachelor’s degree with min. 10-15 years working experience
• 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.
• Experience working in bank or a financial institution will be advantageous
For more information, please visit to www.gmprecruit.com and search for Job Reference: 23169
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Tang Lee Ling | Registration No: R1106845