AVP Major Incident
4 weeks ago
Join to apply for the AVP Major Incident & Problem Manager, GIPS role at UOB .
Job Description- Strong command and control for incidents with clear accountability and a focus on incident resolution during complex issue scenarios.
- Manage technology incidents impacting UOB group businesses.
- Work in the command center alongside Service Operations and Service Recovery teams.
- Collaborate with relevant business, operations & technology units to comply with Incident and Problem Management processes and procedures to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with UOB standards.
- End-to-end ownership of Major Incidents with the aim to minimize time to restore services.
- Participate in all incident resolution calls to facilitate determination, recovery and resolution.
- Timely incident recognition, logging, assignment and resolution (or bypass/temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
- Coordinate incident progression and monitor incidents and potential areas via symptoms, trends or deviations from standards.
- Escalate critical and unresolved incidents to appropriate management levels.
- Ensure incident data is accurately captured and documented in the incident reporting tool.
- Post-incident activities to ensure high service quality and improve service levels by identifying problem trends and causes impacting production services.
- Communicate effectively and manage highly stressful situations during incidents.
- Problem Management: apply methods such as Five Whys and Fishbone; own initiation, tracking and closure of problem tickets and preventive actions.
- Participate in standard post-mortem (root cause analysis) processes to prevent recurrence with known root causes.
- Prepare management reporting and ensure effective incident reporting and assignment using tools (customized/implemented where applicable).
- Collaborate with Technology & Operations/Shared Infrastructure Services to maintain an acceptable audit rating.
- KPI metrics and reporting: capture incident timelines, impact and resolution durations, and related KPIs in ticketing tools.
- Ensure compliance with Group Technology & Operations Policies and Standards.
- Perform 24x7 shift duty on rotation.
- Bachelor's degree in Business, Computer Science, or related discipline required.
- ITIL certification is required.
- 8–10 years managing complex IT initiatives in a matrix environment or equivalent Operational/Linemanager experience preferred.
- Excellent English communication skills (written and oral), with experience interacting with all levels of management.
- Experience in application support, knowledge of EOD batch processing, infrastructure (storage, network, Unix/Linux), web/application/middleware services, and understanding of payments flow is advantageous.
UOB is an equal opportunity employer. UOB does not discriminate on the basis of age, race, gender, color, religion, sexual orientation, disability, or other non-merit factors. All employment decisions are based on business needs, job requirements and qualifications. If you require any accommodation in the recruitment process, please inform us when you submit your online application.
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