Applications Manager

ADECCO PERSONNEL PTE LTD; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A technology solutions company in Singapore seeks an experienced candidate for the Major Incident Management role. The ideal candidate should have 4-6 years in Infrastructure/Application support, along with experience in crisis management and IT operations for Banking. Responsibilities include end-to-end ownership of incidents and preparing detailed reports. Competitive salary and shift work involved.

Qualifications

• 4-6 years of hands-on experience in Infrastructure or Application support is mandatory.
• Approximately 8 years of overall IT experience is preferred.
• Experience in Capital Market and Corporate Banking is beneficial.

Responsibilities

• End to end ownership of Major Incidents to minimize restore time.
• Coordination with support engineers for troubleshooting.
• Preparation of Incident Reports and Post-Mortem documents.

Skills

Crisis Management

IT Literacy

Knowledge of monitoring tools

Good understanding of transversal technologies

Ability to work in shifts

Tools

Windows

Unix

SAN

MQ

Job description

Qualifications and Profile

• Infrastructure or Application support hands on experience of 4-6 years is mandatory.
• Approximately 8 years of overall IT experience is preferred.
• Crisis Management.
• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back-office application flow.
• Having knowledge about monitoring tools and scheduling jobs would be plus.
• Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ).
• Technologies and/or Applications background with ability to grasp impact and interdependencies.
• Willing to work in a shift (between 8:30 am - 1 am SGT) and on-call (rotation) during weekdays and weekends.

Job Description

During Major Incident

• End to end ownership of the Major Incident with aim to minimize the restore time.
• Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
• Ensure a systematic process is followed for all Major Incidents from opening to closure.
• Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
• Ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
• Drive discussion to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders.
• Activate and manage the Incident WAR Room.

Regular Operations (no Major Incident)

• Coordinate the write-up of the Incident Report, collecting input from all parties and ensuring high quality of the final document.
• Organize Post-Incident Meeting to share/brainstorm on actions and suggestions to avoid similar incidents in the near future or shorten resolution time. This involves writing and publishing organizational Incident Report which details organizational issues experienced during resolution and suggest improvements to speed up the team reactivity.
• Ensure consistency of the incident documentation/references across all systems.
• Report KPI and analysis to senior management on key inputs linked to Major Incidents content and trends.
• Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity.
• Provide Consolidated Reports (based on KPIs) for various committees.
• Ensure Procedures and Documentation is up-to-date (Diagrams, checklist etc.)
• Maintain the escalation tree (internal and with third parties).
• Share and promote best practices and lessons learnt on Major Incident management to internal stakeholders (support teams, management).
• Report on the efficiency of the Major Incident Management process.
• Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt.

Next Step

• Prepare your updated resume and expected package.
• Simply click on 'Apply here' or email to [e-mail] drop your resume.
• All shortlisted candidates will be contacted.

Tamanna Bilandi

EA Licence No. 91C2918

Personnel Registration No. R2096241