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Technology Support II, Major Incident Manager
4 months ago
As a Technology Support II team member in Consumer & Community Banking (CCB) Technology, Mission Control Team, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.
Job responsibilitiesProvides end-to-end application or infrastructure service delivery to enable successful business operations of the firmOwn and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.Adhere to critical process and procedure, and appropriate escalations in support of production incidents.Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.Technology Support (MIM) team is part of global follow-the-sun model and partner with US MIM team. This role is based in Singapore with a 12hours shift pattern, no Singapore night shift, shift hours are from 7:30 am to 07:30 pm (SGT)
Required qualifications, capabilities, and skillsBachelor's degree in Computer Science/Information Systems/Engineering or related disciplinesMinimum 2 yearsof experience in Incident Management, IT Service Delivery, IT Service Desk, IT Operations in an enterprise scale environmentStrong ability to think and act independently to resolve production issues, and act with sense of urgency and agilityAdvanced analytical skills and displays history of achieving goals in a high-performance environmentAbility to multitask in a fast-paced environment utilizing multiple tools.Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals.
Preferred qualifications, capabilities, and skillsKnowledge of ServiceNow, JIRA, AWS Cloud, Kubernetes and monitoring tools (Splunk, Dynatrace, etc)Preferred ITIL certified, Certified Scrum Master (CSM) or Professional Scrum Master (PSM)
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