IT Incident Manager

6 days ago


Singapore Pontoon Solutions Full time

Responsibilities 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. Support payments application related to regional (APAC/EMEA/AMRS) or global business. Manage end-to-end triages with various business partners (Tech & Business) to recover services in a timely manner, including out-of-the-box thinking when needed. Provide periodic communications at various stages of the triage to senior tech/business executives in a timely manner. Collaborate with other areas of the organization to continuously improve the management of IT Incidents and Problems. Manage problem investigations through to conclusion, ensuring root cause is identified, documented, and resolved. Communicate effectively with management and stakeholders on 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. Close liaison with other 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 improve the trend in change impact. 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. Quickly come up to speed on existing systems and processes, identify gaps between output and business requirements. Proactively track and report on activities to ensure work is prioritized and conflicts are forecasted. Increase knowledge of technical and functional aspects of supported applications and processes by reviewing, creating, and maintaining documentation; performing related tasks; and collaborating with peers and internal customers. Requirements Certifications, if any: Project management training/certification, e.g. Prince 2, PMI (Not Mandatory)Experience Range: 08 – 14 years Foundational skills Experience in Incident Management 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; able to convey ideas, concerns and opinions across differing levels of management Pro-active, enthusiastic, flexible, results driven with attention to detail Team player who can work under pressure, juggle multiple priorities, and meet deadlines with minimal supervision Disciplined thinker capable of working across organizational boundaries in a demanding, high-output environment Desired skills Experience of process design & process improvement tools Experience of SIX SIGMA / DMAIC phases Experience of working in a large enterprise IT organization Experience in the financial sector Knowledge of software development methodologies Exposure to Risk management standards and practices Seniority level Mid-Senior level Employment type Contract Job function Information Technology Industries IT Services and IT Consulting Investment Banking Banking #J-18808-Ljbffr


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