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
Champion stability initiatives to enable application high availability for BAU which includes better monitoring, failover and resiliency
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.
Additonal info:
For more information, please visit to www.gmprecruit.com and search for Job Reference: 23835
To find out more about this opportunity, please contact Ai Linh at Ai.Linh@gmprecruit.com
We regret that only shortlisted candidates will be notified.
GMP Recruitment Services (S) Pte Ltd | EA Licence : 09C3051 | VO UYEN AI LINH | Registration No: R 22109232