Manager for Incident & Problem Management Manager for Incident & Problem Management …

OCBC Bank
à Singapour, Singapore, Singapour
CDI, Plein-temps
Dernière candidature, 17 juin 19
Competitive
OCBC Bank
à Singapour, Singapore, Singapour
CDI, Plein-temps
Dernière candidature, 17 juin 19
Competitive
OCBC Bank
Manager for Incident & Problem Management
  • Responsible for driving root cause investigation and the successful delivery of problem resolutions, as well as driving service improvements as part of proactive problem management.
  • Enforce governance across all areas of services particularly on problem management and continual service improvement.
  • Implement the Problem Management process activities across the various IT functions within the organization. Drive the proper conducting of root cause analysis and post-mortems for all problems and critical incidents to identify cause and assign remediation actions.
  • Call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.
  • Produce trends analysis of recurring Problems / Incidents - extract trends on Incident types, key problem areas, etc; hold regular meetings with IT teams to review recurring Problems and press for final resolutions - or escalate;
  • Acts as a focal point for all problem management related inquiries.
  • Play the key role in collaborating with other IT teams in ensuring the highest level of operational service delivery.
  • Building a collaborative relationship with internal stakeholders, business management, and IT management.
  • Responsible for all problem management audit-related requests / issues.
  • Escalates risks and issues to management
  • Backs up as an Incident Manager as required. Will assist in managing major incidents as required.


Qualifications


    • Min 8 years of hand on experience in ITSM practices.
    • At least 10 years of information technology experience including prior, strong experience in Problem Management and Incident Management. Has an excellent understanding of IT Service Management (Service Operations focusing on Problem and Incident Management).
    • Financial technology background experience, ideally from a Private Banking perspective.
    • Strong ability to work under pressure and systematic / analytical thinking are required.
    • A strong team player who takes ownership of issues and problems for close follow up in the respective areas
    • Robust stakeholder management skills, with good verbal, interpersonal and written communications. Proficient communication skills (spoken and written) in direct customer facing with users at different levels - get things done, make things happen. Can demonstrate effective influencing skills in support of driving consistent application of standards across a global IT function.
    • Track record of driving improved operational performance through the application of standards and process.
    Proven ability to build & develop high-performing teams and capability



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