Senior Incident Resolution Specialist
4 days ago
This role is the key focal point for customer/client experience and owns speedy and satisfactory conclusion restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause follow-up.
The Production Services Specialist will provide frontline Incident management support for bank's Regional Banking Applications in Asia Pacific.
Key Responsibilities:- Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and organization's needs.
- Prior triaging, banking and payments related experience supporting multiple regions is a must.
- Role is to support payments application related to regional or global business.
- Manage End to End Triages with various business partners to recover services on timely basis.
- Provide periodic comms at various stages of triage to Senior Tech./Business Execs on timely basis.
- Work collaboratively with other areas of organization to continuously improve the management of IT Incidents and Problems.
- Manage Problem investigations through to conclusion, ensuring that root cause is identified, documented, and resolved.
- Communicate effectively with management and stakeholders on status and remediation of incidents.
- Manage known errors and ensure operational workarounds are fully documented.
- Act as Subject Matter Expert in Incident Management.
- Close liaison with corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics.
- Establish and implement effective analytical practices to provide critical MI and reports on operational performance.
- Production and publication of critical management information.
- Drive change success-rates and ensure improving trend in change impact.
- Work to define, document, and implement operational standards, policies, and service levels.
- Participate in meetings with Senior Management and provide appropriate input and feedback.
- Bachelor's degree with min. 8+ years of relevant Experience of performing roles in Incident Management.
- ITIL V3 Foundation Certification.
- IT Support Background.
- Service Support experience.
- Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
- Experience in developing documentation materials for processes.
- Integrates best practices with process design to ensure continuous process improvement.
- Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management.
- Distribute clear and concise communications, summarizing incidents and business/customer experience to a wide group of technical and non-technical audiences.
- Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
- A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision.
- A disciplined thinker and capable of working across organizational boundaries in a very demanding, high output environment.
- A flexible, 'hands-on' 'can do' attitude.
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