Responsibilities
- Ensure IT support services meet business requirements and goals, fulfil end-user requirements, and identify and resolve systems issue.
- Provide tactical and strategic recommendations based on ITSM key performance measures.
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
- Promote transformation of IT support excellence by delivering best practices supporting Service Management and overall Operations Service Delivery.
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
Incident Management:
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Manage incident recovery from cradle-to-grave ensuring that tickets are created, well documented, updated appropriately and users are informed of the progress throughout the lifecycle.
- Responsible for facilitation and response of all major incidents impacting Business applications and Infrastructure Services on a 24/7/365 basis.
- Ensure that incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer / business service.
- Ensure documented processes are followed and Incident Communications are accurate, sent out in a timely, effective and efficient manner meeting SLA commitment.
- Provides input to Problem Management for the analysis of Incident data and identification of trends.
Problem Management:
- Institutionalize ITIL best practices in the area of Problem Management, resulting in consistent execution of Root Cause Analysis, Corrective Actions
- Provide reporting of metrics for Problem Management process, showing areas of accomplishment, opportunities for continual improvement
- Participate in the problem management process to get to root cause of technology problems and to improve availability of systems.
Requirements
- Master’s or bachelor’s degree in information technology, Computer Science, Manage Information Science or equivalent.
- Strong Banking knowledge - Front, Middle or Back Office Operation knowledge relating to Corporate, Institution and/or Transaction Banking Business.
- Min. 10 years of working experience in a bank in Asia Pacific within Technology department.
- Strong Technology, Application, and Infrastructure knowledge. Prior experience in establishing and driving Technology Support Strategy and operation management are good-to-have.
- Strong experience in IT service Management and support operation management.
- Strong experience oversight or managing outsource / offshore support service delivery structure and operations.
- Strong experience with ITSM processes across Incident, Problem, Change and Release Management.
- Strong experience in ServiceNow or other workflow / request management tools.
- Strong experience / proficient with end-to-end Technology spectrum (apps and infrastructure), including common infrastructure (cloud or on-prem) and associated control / monitoring tools.
- Good understanding of application control / monitoring tools.
- Proficient with MAS TRM, Outsourcing and TVRA requirement.
- Good to understand MAS guidelines and banking act.
Licence No: 12C6060
