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.
• 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.
• Managing/Hosting incident recovery bridge lines as appropriate for high priority and major incidents
• Conduct continuous process improvement for the Incident Management Life Cycle and Incident Postmortem process.
• Provides input to Problem Management for the analysis of Incident data and identification of trends.
• Analyze the cause of the reoccurring incidents by following the problem management methodologies.
• Analyze data in the ticketing system periodically and identify possible chronic incidents that should be considered for problem management.
• Manage root cause analysis between cross functional technical and business teams.
• Provide key input into Service Operations’ strategy and be responsible for identification and implementation of continuous improvement opportunities.
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.
• Proficient with regional central banks governance requirement is preferred.
Licence No: 12C6060
