Manager, Itsm

Company Description

RHB Singapore is a progressive and growing financial organization. We are committed to creating a fulfilling, dynamic and engaging work environment for our team of more than 15,000 employees across locations in ASEAN.

**Job Description**:
**Primary Objective**

In charge of the incident, problem, change (IPC) related processes inclusive of managing the change control board (CAB) processes and ITSM system ownership. Overall in charge of service delivery:

- Maintain and ensure ITSM system running in production is in a healthy state.
- Analyze and recommend new ITSM enhancements and acquisitions to meet evolving Singapore Operation’s needs.
- Manage outsourced arrangement to provide helpdesk services.
- Ensure IT is operated in a manner that complies with Bank Policies and frameworks, standards, circulars, guidelines and MAS regulated act, notices, circulars, and guidelines applicable to technology (Compliance, Audit, Risk Adherence). - network and telephony.
- Ensure IT assets are protected and secure - ManageEngine component.
- Assist in annual budgeting - ITSM component.
- Be a key stakeholder and technology partner on the bank Digital journey.
- Foster and champion bank PRIDE values within the technology department and imbue the department with a culture of teamwork, innovation, discipline, resiliency and dedication to how work is approached.
- Provide day-to-day support for ITSM related issues.

**Key Responsibilities**

Strategy, Planning, Mgmt. Reporting
- Provide expert advice and support to technology management in the area of expertise.
- Contribute in the formulation a comprehensive Branch IT strategy covering IT policies and procedures, security, architecture, business solutions and operational functional requirements.
- Keep abreast of developments and innovations in the FI IT landscape.
- Provide mentorship, support and guidance to colleagues, share information and facilitate problem solving.
- Contribute in the yearly budgeting for IT expenditures and investments.

IT Operations
- Ensure prompt and efficient provision of IT support - ITSM
- Oversee contingency plans and ensure their adequacy
- Ensure IT assets are protected and secure - ManageEngine
- Ensure timely renewal of digital certificates and proper lodgment with IT security team.
- Ensure IT operations run in a manner consistent with high score from audit, risk, compliance assessments. The following to be operationalized as standard procedure against all IT asset components - ITSM.:

- Administrative Accounts - All admin accounts lodged into PAM solution per group IT Security guidelines and MAS notice 655 point 4.1
- Patching - Patch notification process established with vendors and patch calendar updated, upon patch release assessment and implementation as needed Per patching guidelines and MAS notice 655 point 4.2.
- Hardening - Per component definition and enforcement against SG security standard and Group IT Security guidelines and SG addendum/s and MAS notice 655 point 4.3.
- Network Perimeter Defense - Network traffic and segments, firewalls, proxies, dns, vpn access setup in secure manner per group IT security guidelines and MAS notice 655 4.4.
- Malware - IT Security consulted and all required IT security protections installed on IT assets per MAS notice 655 point 4.5.
- Multi-factor Authentication - MFA, where applicable implement MFA of administrative and internet accounts with access to customer information using PAM per MAS notice 655 point 4.6.
- Logging and Monitoring - Security, Capacity, Downtime, Audit.
- Capacity Mgmt. - Pre-emptive monitoring (via monitoring), planning and tracking of capacity upgrades as needed.
- EOL/EOS Upgrades - Per group guidelines. Track upgrades and/or do risk assessment and deviation approval. For specific case of ITSM system also execute the upgrade.
- Housekeeping - scripted clean-ups and truncations of logs and temp files after necessary archives executed.
- Backups - Required backup strategy per backup guidelines operationalized to central Backup Platform. Recurring scheduled backup validation activities scheduled and performed ongoing to ensure backups working per need.
- Work with system stakeholders to ensure proper classification of system criticality and ensure design and architecture can meet the assessed criticality needs:

- MAS 644 defined Critical system - Ensure DR setup and working and can achieve RTO within 4 hours, RPO within 2 hours and maximum unplanned downtime of not more than 4 hours per rolling 12 months;
- MAS 644 defined non-critical system - Ensure HA/DR per stakeholder requirement.
- Coordinate yearly system criticality re-assessment
- Co-ordinate BCM/DR related activity planning and execution
- Track IT related spend against budget. - ITSM
- IT Department OM update party and custodian
- IT Department SOP / SM tracking party to ensure updates done by respective sections
- Track compliance with the Bank’s IT Security policies, applicable l