Incident Coordinator

  • 6k
  • Kuala Lumpur, Federal Territory, Malaysia
  • CDI, Plein-temps
  • Standard Chartered Global Business Services Sdn Bhd
  • 20 sept. 17

Incident Coordinator

Incident Management Process

  • Manage and direct Low and Service At Risk Severity Incidents to closure
  • Tracking outages and their validity as per the business impact
  • Ensure all activities within the incident management are as per process
  • The job encompasses all activities necessary in ensuring incident resumption . Key components of the job include actively directing and managing incidents logged; planning and preparing the proper communications to all stakeholders.
  • Ensuring the incident ticket is assinged to the right resolver group.
  • Ensuring there are valid and periodic log updates on the incident ticket.
  • Ensuring the right impact details are captured and shared to the stakeholders
  • Ensuring periodic and valid updates are sent across to the subcribers of the incident and in adherence to the set SLA
  • Ensuring that the reumption notification of incidents handled are sent along with the detailed summary of the incident.
  • Ensuring the Main Queue and Pending Reassignment queue are cleared in accordance to the set SLA.
  • Ensuring that the mails are duly responded and cleared. 

Command Centre

  • Interrogate atmospheric changes across the bank’s operations
  • Monitors and maintains a proactive de-risking focus
  • Drives technical teams to interrogate anomalies
  • Responds to requests for Command Centre support as needed
  • Highly responsive and highly flexible to demands from the business

Quality Assurance

  • Ensure standardized and consistent quality process across both centres
  • Perform random sampling of incidents to identify process gaps

Process re-engineering

  • Learn process governance for Incident Management processes
  • Simplify processes through Lean methodologies
  • Automate manual activities.

Qualifications / Experience/Skills :

  • 1 to 3  years of exposure in IT Incident Management
  • Good knowledge of IT Service Operations
  • Banking operations knowledge preferred within a Command Center environment.
  • Qualified ITIL Foundation Version 3
  • Ideally has experience in managing critical and high impact situations related to technology failure
  • Experience analyzing hardware and software problems and making a diagnosis quickly
  • High degree of logical, analytical, & communication skills
  • English to an excellent standard – both written & oral
  • Strong ethics, loyalty and understanding of inclusiveness
  • Ability to deliver consistent results under pressure
  • Metrics Driven
  • Proven ability to multitask
  • Demonstrated conflict resolution skills