Assess the impact, or potential impact, to the business or business processes resulting from a reported incident.
Perform accurate identification, and engagement of resources required to successfully restore the IT Service and adhere strictly to MAS Notice 644.
Record and track the incident recovery steps throughout the lifecycle of an incident.
Lead meetings and discussions (when necessary) across teams to properly document and report on critical incidents.
Provide support and guidance to other IT support teams when needed to ensure proper escalation of non-critical as well as critical incidents.
Perform the internal review of incidents and supporting documentation, identifying gaps and come up with possible solutions to drive improvements to the incident management process.
Problem Management
Manage problems and ensure all problems are diagnosed, logged the problem management process until closure.
Working together with various support teams both from infrastructure and application, to perform root cause analysis, identify preventive actions to ensure no reoccurrence and track till closure.
Performing trend analysis on problems.
Ensure continuous communication and improvement actions resulted from problem management activity.
Change and Release Management
Manage the change management process until closure, change advisory board meetings and change calendar.
Manage the release management process and deployment of changes between environments.
Tracking of change statistics and come up with possible solutions to drive improvements to the change management process.
IT Service Desk
Attending all incoming calls on a timely manner and meeting service level agreements.
Manage and resolve issues and problems on desktops (both PCs and notebooks) encountered by users within agreed SLA.
Manage the inventory of desktops and software used within the bank.
Manage the patch management used within desktops.
REQUIREMENTS
A recognized degree in Computer Science/Information System or its equivalent.
At least 5-8 years’ experience in IT service management (at least 2 years in a leading role)
Possess strong leadership and people management skills.
Excellent written, verbal communication, presentation and negotiation skills.
