Vice President, Incident Manager

2 weeks ago


Singapore THE JAPAN RESEARCH INSTITUTE, LIMITED Full time

The Role


The incumbent will be responsible for incident response from end-to-end, own and drive coordination of incident response and resolution activities, deliver information or decide on the best course of action.

When an incident occurs, he/she is expected to provide immediate support, commanding and controlling supporting teams.

Responsibilities:

  • Lead the Application Support Teams, coach and ensure team members focus on their parts of incident response and resolution process.
  • Oversee the recovery process and establish a clear chain of authority and responsibility.
  • Responsible for case management and collecting & analysing of information on risks to prevent recurrence.
  • Work with Technical and Application Teams to identify the root cause of incident, recommend system, service and business recovery options, as well as preparation of technical incident report.
  • Work with technical teams to identify temporary workarounds and determine estimation time on resolution
  • Document a clear trail of events, work with recovery and operations teams to deliver documentation and reporting and ensure the team works towards a timely resolution.
  • Ensure processes and policies are adhered to and standards are met
  • Chair the incident and problem review meetings
  • Attend post incident review meeting together with Business Incident Manager to report root cause and preventive measures taken to senior IT management and business management.
  • Be the key point of contact for coordination and communication for technology team
  • Take ownership and perform controlled resolution of incidents and problems working with Business Incident manager, within defined SLAs
  • Timely determine the severity and impact of the incident and escalate/communicate to stakeholders
  • Track permanent resolution and create knowledge base for future reference.
  • Ensure adherence to Incident and Problem Management processes
  • Support and provide inputs to audit, regulatory and compliance requirements
  • Manage regular reporting and customer satisfaction initiatives to achieve suitable outcomes for all stakeholders

Job Requirements

  • Bachelor's degree with min years working experience in a bank or a financial institution
  • Possess excellent working knowledge of ITIL best practices
  • Ability to manage incidents and problems at enterprise level and must have experience in banking, in operations and technology to make key recovery decisions
  • Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
  • Ability to make decisions quickly and effectively.
  • Ability to coordinate with other members in the technology teams to ensure all aspects of an incident is managed properly.
  • Excellent communication, presentation and interpersonal skills.
  • Experience in leading a team and ability to delegate tasks effectively.

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