Itsm Manager(Ref 56105)

Job description

**Business type**:

- Types of Jobs - IT, Digital et Data

**Job title**:

- ITSM Manager(Ref 56105)

**Contract type**:

- Permanent Contract

**Job summary**:
**Summary of Position**
In a challenging and multicultural environment, we seek a senior ITSM Manager to join the control tower section.- The ITSM Manager is assigned to lead and improve the Incident, Problem, Configuration and Service Quality of IT Production Services in the bank. A key component of this role is to ensure consistency and control over the management of major processes.
- The ITSM Manager has overall responsibility for enforcing proper execution of the process.
- He is accountable for the process improvements and training of teams. He is also responsible to identify gaps in the process and engage all the Service Operations teams for improvements.
- ITSM Manager is also responsible for creation of periodic and on-demand reports for the senior management.

**Main Responsibilities**
Incident Management- End to end ownership of the Major Incident with the aim to minimize the time to restore.
- Ensure the IM team coordinates with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
- Ensure a systematic process is followed for all Major Incidents from opening to closure.
- Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
- Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
- Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
- Ensure consistency of the incident documentation / references across all systems.

**Problem Management**
- Ensure that the Problem Manager plays a pivotal role in building a problem management procedure for the support teams to follow.
- Ensure that there is a clearly defined RACI, different root cause investigation methodologies are promoted and support teams are trained on the problem management process & procedures
- Enforce proper execution of the process
- Oversee all the KPIs and have management meetings to review opportunities for improvement.
- Provide recommendations for process development, monitoring reports and performance measurements

**Supplementary Information**:
**Configuration Management**
- Ensure administration and execution of the configuration management process and ensuring CMDB data integrity.
- Ensure that the Configuration Analyst is working closely with other technology teams to define, update, and monitor Configuration Items (CIs)
- Leverage business knowledge and technical expertise to participate in business process improvements and engage in demonstrations, present value propositions, and proof of concepts
- Oversees configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with CI owners to remediate data inaccuracies.
- Monitor health of the CMDB, recommending process, design, or operational updates to reduce time and cost requirements for CMDB upkeep and improve overall data quality
- Automation - Work with RUN/Build team to automate feeds and CI fields

Run Quality- Work with different teams such as the Permanent Control to track and ensure an efficient implementation of General Inspection recommendations for internal and external audit
- Work with Permanent Control for Annual Risk Assessment
- Oversee and follow-up on Audit recommendations by collaborating with ISAP and relevant parties (CACIB, CAGIP and RPC teams)
- Ensure all flash card of cosmos are reviewed for accuracy with clear documentation of execution steps
- Ensure all transverse cosmos controls with Control Tower ownership are submitted on time with requisite evidence.

Position location

**Geographical area**:

- Asia, Singapore

**City**:

- Singapour

**Minimal education level**:

- Bachelor Degree / BSc Degree or equivalent

**Academic qualification / Speciality**:

- degree and above in relevant discipline

**Level of mínimal experience**:
11 years and more

**Experience**:
**Configuration Management**
- Ensure administration and execution of the configuration management process and ensuring CMDB data integrity.
- Ensure that the Configuration Analyst is working closely with other technology teams to define, update, and monitor Configura