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Job Summary:
The IT Process Enhancement Senior Specialist at Anext Bank is dedicated to enhancing IT operations by implementing ITIL best practices, with a particular focus on incident management, change management, and DevOps tooling. This role requires an in-depth understanding of ITIL, extensive experience in IT operations, and a strong commitment to continuous improvement in accordance with regulatory guidelines and the bank's policies.
Key Responsibilities:
1. Process Enhancement and ITIL Implementation:
Implement and maintain ITIL best practices, including incident management, problem management, change management, and service level management.
Continuously evaluate and enhance IT processes to ensure alignment with industry standards and regulatory requirements.
2. Incident and Problem Management:
Lead the resolution of IT incidents and problems, coordinating with internal teams and external vendors to minimize downtime and impact on business operations.
Ensure a systematic approach to problem identification and resolution, reducing recurrence and impact on IT services.
3. Change Management:
Oversee the change management process, ensuring that all changes are properly planned, tested, and implemented with minimal service disruption.
Maintain accurate documentation and audit trails for all changes, adhering to regulatory guidelines
4. Audit and Compliance:
Ensure IT operations comply with regulatory standards and audit requirements
Conduct regular audits of IT processes and systems, and implement corrective actions as necessary.
5. Service Level Management:
Monitor and report on IT service performance against agreed service level agreements (SLAs).
Identify areas for improvement and implement corrective actions to maintain high service quality.
6. Vendor Management:
Manage relationships with IT vendors and service providers, ensuring compliance with contractual agreements and service level expectations.
7. Continuous Improvement:
Identify opportunities for process improvement, automation, and optimization of IT operations, driving efficiency and cost savings.
Foster a culture of continuous improvement within the IT team.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- ITIL certification (ITIL Foundation, ITIL Practitioner, or higher).
- 8 – 12 years’ experience in IT operations management, preferably in the banking or financial services industry.
- Excellent problem-solving and analytical skills.
- Strong communication and leadership abilities.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Excellent command of both spoken and written English and Mandarin Chinese to communicate with our Mandarin speaking stakeholders
- Knowledge of cloud technology would be an added advantage.
