Senior Incident Manager, Service Operations

Standard Chartered; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading international bank in Kuala Lumpur is seeking an experienced Major Incident Manager to oversee and coordinate responses during critical incidents. This role demands a strong IT background, excellent communication and coordination skills, and the ability to work independently. The ideal candidate has a Bachelor’s degree and significant experience in managing major incidents within an IT service management setting. Join us in making a positive impact across our communities.

Benefits

Competitive salary

Flexible working options

Proactive wellbeing support

Continuous learning culture

Qualifications

• At least 5 years’ experience in managing Major Incidents.
• Good working knowledge of IT technologies.
• Strong self-starter and able to work independently.

Responsibilities

• Lead and manage major incidents effectively.
• Coordinate with senior management and technical teams.
• Document troubleshooting activities and resolutions.

Skills

Major Incident Management

Excellent communication skills

Coordination skills

Knowledge of ITIL framework

Technical knowledge

Education

Bachelor's degree (any stream)

ITIL 4 training

ITIL Foundation certification

Job description

Job Summary

Strategy
Awareness and understanding of the Group's business strategy and model appropriate to the role

Business
• Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support.
• Collaborate with technical teams and form action plans for incident recovery with specific actions, owner and deadlines and ensure these are completed.

Processes
• Lead and direct all activities during a major incident, maintain a sense of urgency to ensure swift and effective restoration.
• Host conference calls to facilitate effective management of a major incident throughout its lifecycle.
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.

People & Talent
• Build a strong collaborative relationship with the various support teams and understand various applications and technologies.

Risk Management
• Liaise with Crisis Management for incidents impacting Critical business applications or Core infrastructure services.
• Identify process optimization opportunities and contribute to the implementation of proposed solutions.

Governance
• Document troubleshooting activities and resolution progress and status in the ServiceNow ITSM portal, to provide an accurate timeline.
• Ensure proper documentation of any changes implemented as part of incident resolution.

Regulatory & Business Conduct
• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
• Establish and maintain communication channels with stakeholders, including Senior Management, Application Support teams, Country Technology Managers, Crisis Management, Group Resilience, Business Operations, Problem Management, Change Management, Disaster Recovery

Other Responsibilities
Embed Here for good and Group’s brand and values in Malaysia / Workplace Services / Major Incident Management; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Ideal Candidate

• At least 5 years’ experience in managing Major Incidents or experience in a similar role within the ITSM structure/environment.
• Enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments.
• Excellent communication skills and the ability to deal tactfully with people at all levels, including senior staff, clients and vendors.
• Excellent coordination skills to manage complex technical investigation streams.
• Strong knowledge of the ITIL framework and service desk tools. Certification in Service Management preferred.
• Be a self-starter, work independently and adjust to changing priorities.
• Availability outside of normal business hours will be required on an as-needed basis.

Qualifications

EDUCATION   BACHELOR’S DEGREE (ANY STREAM)
TRAINING   ITIL 4, MAJOR INCIDENT MANAGEMENT
CERTIFICATIONS   ITIL FOUNDATION
LANGUAGES   ENGLISH

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.