The team actively monitors and manages the incidents and issues for the applications supported by the department. The team works with the application support team to ensure performance and high-
level of application availability by preventing incidents through proactive monitoring and incidents correlation as well as constantly establishing and tracking user experience metrics.
The team is also responsible for communication with stakeholders and other technology command center.
Coordinate the resolution of critical incidents utilizing technical and business resources in 24x7x365 enterprise organization
Must be able to take on shift work including the alternate weekend coverages
Be a focal and escalation point for business critical issues requiring more detailed and in depth investigations.
Instigate and chair complex technical bridges with a large audience and hold senior management conference calls to advise Business Units of a critical incident occurring in the environment.
Send executive communications to a global audience providing accurate details of the incident and impacts to the business
Provide a command and control presence on technical bridges driving work streams and engaging resolvers as well as adhering to all processes, procedures and best practices
Authoritatively and confidently guide business critical incidents to resolution; may be called upon to make decisions on behalf of CBG Singapore in the heat of the moment that may have production impacting implications
Attend and represent CBG Singapore on situation reviews
Establish, build and maintain partnerships outside of your immediate team that have a direct relation to your day to day operations
Participate in major command center events and provide coverage for critical site tests.
Proactively review and engage on lower severity issues to ensure the appropriate focus is being given by the assigned technical teams in an effort to reduce business critical incidents.
The achievement of required SLAs
8+ years professional experience in incident management, practices and skills or in IT operations in a financial institution
3+ years of incident, crisis or fast paced environments that require quick decision making skills, and an ability to multi task
Good working knowledge of global financial institutions in terms of technology / infrastructure and their dependencies and requirements
Broad technology understanding across Mainframe, Midrange, Distributed Systems, Open Source Banking and Networks
Committed to results in a highly critical environment
Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment
Vocal and written customer service experience in dealing with a variety of personalities and levels of management
Strong analytical and problem solving skills
Knowledge and use of incident / problem management tool set e.g. SharePoint, etc
Must have in depth knowledge and understanding of Incident Management practices and skills
Certification or strong knowledge of ITIL concepts is very advantageous
Efficient typing and multitasking skills is essential to be successful in this role
Proven ability to influence others, especially outside of your immediate area
Bachelors or higher degree preferably in Computer Science or IT