Critical Incident Resolution Expert

This is a critical position that provides frontline incident management support for regional banking applications in APAC. The role is the key focal point for customer/client/associate experience and owns speedy and satisfactory conclusion restoring complex/major production incidents under tight service level agreements.

• Ensure incident and problem management processes continue to meet ITIL best practice standards, service level agreements, and the needs of the organization.
• Prior triaging, banking and payments related experience supporting multiple regions is a must.
• The role involves managing end-to-end triages with various business partners (tech & business) to recover services on a timely basis.
• Provide periodic comms at the various stages of the triage to senior tech/business execs on a timely basis.
• Work collaboratively with other areas of the 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.
• Ensure incident and problem management processes continue to meet ITIL best practice standards, service level agreements, and the needs of the organization.
• Communicate effectively with management and stakeholders on the status and remediation of incidents.
• Manage known errors and ensure that operational workarounds are fully documented.
• Act as a subject matter expert in incident management.
• Closely liaise with other 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 management information and reports on operational performance.
• Produce and publish critical management information.
• Drive change success rates and ensure improving trends 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.
• Record and update risks and issues in line with internal banking standards.
• The successful candidate will need to come up to speed on several existing systems and processes quickly and be able to identify gaps between their output and business requirements.
• Proactively track and report on activities and actions to ensure that work is prioritized, and any conflicts are forecasted.
• Increase personal knowledge and understanding of the technical and functional aspects of supported applications and processes by reviewing, creating, and maintaining documentation; performing related tasks; and interacting with peers and internal customers.

• Bachelor's degree (prefer IT/CS specialization) 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.
• Integrate 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 the business/customer experience to a wide group of technical and non-technical audiences.
• Must be proactive, 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.
• Partner with other regional teams and have a clear understanding of incidents from other time zones as part of handover.
• Lead shift operations and ensure smooth handovers.
• Work on some weekends.