Incident Manager IS-95248

Role: Incident Manager

Job Requisition Number: IS-95248

Job Level: L3 – 6 to 9 years of relevant experience

Location: Singapore

Key Responsibilities:

As an Incident Manager within Service Management, you take end-to-end ownership of technology incidents impacting the Group’s businesses, establishing command and control during major incidents and driving them through to restoration, root cause and prevention.

Incident Management

• Manage technology incidents impacting the Group’s businesses.

• Work with relevant business and technology units to comply with incident and problem management processes and procedures, improving incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with the bank’s standards.

• Take end-to-end ownership of major incidents with the aim of minimizing the time to restore services.

• Establish strong command and control of an incident, with clear accountability and precise evaluation of complex issue scenarios.

• Participate in all incident resolution calls to facilitate incident determination, recovery and resolution.

• Ensure timely incident recognition, logging, assignment and resolution, or a bypass or temporary resolution where a permanent fix is not feasible within the allotted timeframe, with proper documentation.

• Co-ordinate and monitor incident progression, including potential problem areas identified through symptoms, trends or deviations from standards.

• Escalate critical and unresolved incidents to the appropriate levels of management.

• Ensure incident data is accurately captured and documented in the incident reporting tool.

• Carry out post-incident activity to sustain service quality and improve service levels through identification of problem trends and causes.

Problem Management

• Apply structured problem-solving methods such as five whys and fishbone analysis.

• Take end-to-end ownership to initiate, track and close problem tickets and the associated preventive actions.

• Participate in the standard post-mortem and root cause analysis process so that incidents with a known root cause do not recur.

Management Reporting

• Produce effective and accurate incident reporting and assignment using the customized reporting tools.

• Drive effective use of automated solutions along side other tools and procedures within the command center and data center, to present an accurate picture of the incident situation, minimise adverse change impact and speed up incident recognition and resolution.

• Capture incident timelines, impact and resolution duration in the ticketing tools, along with the associated KPIs.

• Deliver audit reporting, including data analysis, presentations and regulatory reporting.

• Work with other Technology and Operations and Shared Infrastructure Services functions to help maintain an acceptable audit rating.

• Ensure compliance with Group Technology and Operations policies and standards.

Key Requirements:

Education:

• Bachelor’s degree in Business, Computer Science or a related discipline.

• ITIL certification is a must.

Essential:

• Delivery experience. 8 to 10 years managing complex IT initiatives in a matrix environment. Operational line management experience is preferred.

• Good communicator. Excellent written and spoken English, with experience interacting across all levels of management.

• Composure under pressure. Communicates clearly and manages highly stressful situations during an incident.

• Application support. Experience in application support, with knowledge of EOD batch processing.

• Infrastructure awareness. Understanding of storage, network, Unix and Linux, and web, application and middleware services.

• Reporting skills. Good working knowledge of macros, Excel, PowerPoint, ticketing tools and data analysis.

Technical Skills:

• Incident tooling. Remedy and Helix.

• Support and batch. Application support and EOD batch processing.

• Infrastructure and services. Storage, network, Unix and Linux, and web, application and middleware services.

• Domain. Payments flow knowledge is good to have.

Please forward your resume in MS Word format to recruit@intellimaticz.com