- Good working culture
- Be a part of a high-performing and professional team
About Our Client
Our esteemed client is having a global presence, premium brand in the wealth management domain, with a focus on servicing and advising elite private clients.
Job Description
- Ensure major incidents are resolved in the shortest period of time.
- Responsible for incident, problem and service level management.
- Initiate and coordinate incidents solving/resolution activities.
- Perform incident review and make recommendations for improvement.
- Part of the Major Incident Management Team (MIM).
- Take joint responsibility in the governance of the Incident and Problem Management end to end process with cross technology teams ensuring all KPI's are met.
- Facilitate post-mortem and RCA tasks for high-priority incidents.
- Produce comprehensive incident and problem reports to all required audiences.
- Co-own Problem Management activities for all managed incidents.
- Identify individual and at scale emerging problems and escalate issues into Problem Management queue.
- Conduct Root Cause Analysis for all escalated incidents and Problem Management tickets.
- Triage high priority /Major Incidents, work Support teams for resolution and perform escalations of notable incidents.
- Produce management information, including KPI's and reports.
- Follow up, analyse and track Incidents and SLA breaches.
- Drive and monitor the effectiveness of the incident, problem and service level management processes.
- Perform incident trend analysis and propose recommendations to improve incident trends.
The Successful Applicant
- At least 10 years of experience working in a Bank or financial institute.
- Hands on experience in managing Service, Change and Incident management.
- Experience in managing End user Support, Applications and Infrastructure services.
- Possess good people management skills across all levels with the ability to manage multiple support pillars to identify root cause of the incidence.
- Prioritise and multitask when managing incidences with multiple layers. Candidate should have in depth knowledge of regulatory TRM guidelines and of ITIL concepts.
- Good grasp of Site Reliability Engineer (SRE) concepts.
What's on Offer
- Good working culture
- Be a part of a high-performing and professional team
Contact
Shilpalekha Bhadoria (Lic No: R1876178 / EA no: 18S9099)
Quote job ref
JN-042024-6382739
Phone number
+65 6541 9959
Michael Page International Pte Ltd | Registration No. 199804751N
