Responsibilities
Mentor and guide team members to focus on their roles within the incident response and resolution process. Your role includes:
- Managing the recovery process and establishing a clear hierarchy of command and accountability.
- Handling case management, including the collection and analysis of information on risks to avoid future incidents.
- Collaborating with Technical and Application Teams to pinpoint incident causes, suggest recovery solutions, and prepare detailed technical incident reports.
- Partnering with technical teams to devise temporary solutions and estimate resolution times.
- Maintaining detailed records of events, collaborating with recovery and operations teams for comprehensive documentation and reporting, and steering efforts towards prompt resolution.
- Ensuring adherence to all processes and policies, maintaining high standards across operations.
- Leading incident and problem review meetings and participating in post-incident reviews with the Business Incident Manager to present findings and preventative measures to senior IT and business management.
- Serving as the primary liaison for all technology team coordination and communication efforts.
- Taking full responsibility for the controlled resolution of incidents and problems in collaboration with the Business Incident Manager, adhering to defined Service Level Agreements (SLAs).
- Quickly assessing the severity and impact of incidents and ensuring proper escalation and communication with all stakeholders.
- Tracking permanent resolutions and developing a knowledge base for future incidents.
- Leading stability initiatives to ensure application availability for business-as-usual activities, including improved monitoring, failover, and resiliency strategies.
- Guaranteeing compliance with Incident and Problem Management processes.
- Supporting audit, regulatory, and compliance efforts with necessary inputs.
- Overseeing regular reporting and customer satisfaction measures to ensure positive outcomes for all stakeholders.
Requirements
- A Bachelor’s degree with a minimum of 10 years of experience in a banking or financial institution setting.
- In-depth knowledge of ITIL best practices.
- Proven ability to manage incidents and problems at an enterprise level, with significant experience in banking operations and technology for critical recovery decisions.
- A strong background in supporting Desktop End User Services, Infrastructure, Banking Applications, and Operations.
- Decisive with the ability to make rapid and effective decisions.
- Skilled in coordinating with technology team members to manage all facets of an incident.
- Outstanding communication, presentation, and interpersonal skills.
- Demonstrated leadership experience with the capability to effectively delegate tasks.
Hudson Global Resources (Singapore) Pte Ltd
EA Licence Number: 23C2056
EA Personnel Registration ID (GR): R2090041
