Job Responsibilities:

• 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 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.

To apply, please visit www.gmprecruit.com and search for Job Reference: 23813

To learn more about this opportunity, please contact Yi Fang at yifang.law@gmprecruit.com

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd   |   EA License: 11C3793   |   EA Personnel: Law Yi Fang   |   Registration No: R1113115