Incident Manager

**Executive Summary**

Smart IMS Inc provides Digital technology & Cloud transformation services, Application & Infrastructure Management Services, Unified Communications, and Insurance implementation services to customers across the Americas, Europe, Middle East, and Asia-Pacific regions. As the trusted technology and business partner of leading MNCs, including Global Investment Banks, Smart IMS is also a Microsoft Gold Certified Partner, Oracle Platinum Partner and AWS MSP Partner.

We are looking to hire an experienced **Incident Manager**in Singapore to support our client, a top **global investment bank.**The **Incident Manager**will provide frontline Incident management support for the bank's Regional Banking Applications in APAC.

This role is the key focal point for the customer/client /associate experience and owns speedy and satisfactory conclusion restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause follow-up. Apart from that, the role will work with business/internal stakeholder to provide input for incident reporting.

**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.
- The roles involve in managing End to End Triages with various business partners (Tech & Business) to recover the services on a timely basis. This may require the individual to do out of box thinking and go the extra mile to recover the issues in timely manner.
- Provide Periodic comms at the various stages of the triage to Senior Tech./Business Execs on a timely basis.
- 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 stakeholder on the status and remediation of incidents.
- Manage known errors and ensure that operational workarounds are fully documented.
- Close liaison with other corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics.
- Production and publication of critical management information
- Participate in meetings with Senior Management and provide appropriate input and feedback.

**Required Skill**:

- Bachelor's degree (prefer IT/CS specialization) with min. 6-8+ years of relevant Experience of performing roles in Incident Management
- Prior Triaging, Banking and payments related experience supporting multiple regions is a must.
- ITIL V3 Foundation Certification
- IT Support / 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 the 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.
- Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover.
- Lead shift operations and ensure smooth handovers.

**Shift Details**:

- Shift work to start as early as 7am
- There will be weekend work Sat & Sun, every 3 weeks (rotating within the team)
- Working on some weekends and bank holidays as part of a 5-day week shift pattern.

**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
- Project management training/certification desired