AVP, Specialist Business Analyst, SRE, Group Technology

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named “Asia’s Best Bank” by The Banker, a member of the Financial Times group, and “Best Bank in Asia-Pacific” by Global Finance. The bank has also been named “Safest Bank in Asia” by Global Finance for seven consecutive years from 2009 to 2015.

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Position: IT & Application Support (ITAS) Journey - Business Analyst / Project Management Office

Responsibilities

ITAS Build (BA/PMO): Actively involve in discovery, define, develop and deploy across ITAS workstreams (AskIT, IT Help, IT Service Board & Tech Workbench)

1. Schedule regular cadences with Journey Sponsor, Workstream Leads and all stakeholders, co-ordinate deck, prepare file notes and follow up action items
2. Support/facilitate for all workstreams:
   • Requirements gathering, analysis and design for ITAS journey / workstreams for end users and service engineers, working with all workstreams, FoW, EASRE, Group Design etc.
   • Issue resolution
   • Review and refine UAT test cases
   • UAT & live verification for rollout
3. Maintain and track burndown of backlogs, ITAS workplan for all MVPs, interdependencies among the workstreams
4. Validate with end users and application teams on design /prototype for ITAS rollouts e.g. validate the labelling for applications/services migrating from iService to AskIT
5. Prepare deck / status reporting on ITAS Journey
6. Collaborate with relevant parties on EDM related to rollout for ITAS

ITAS Operate (BAU): Actively track and review actionable insights and observability from ITAS Control Tower for ticket SLA

1. Review and follow up with support teams on ticket SLA (missed SLA, high ticket volume, high transfer volume)
2. Review and follow-up on negative sentiments/feedbacks from Employee Experience survey and ticket feedback, escalate if required
3. Collaborate with HR Learning on mandatory training for service engineers
4. Recognition for service engineers and top performing app teams
5. Support Arbitration Team in processing ticket transfer request, handle dispute and ageing cases escalated by users /service engineers
6. Track and report on ITAS driver and outcome metrics
7. Schedule bi-weekly cadence with LOBs / markets, prepare file notes and follow up on any action items
8. Maintain and burn down backlogs as prioritized for ITAS Operate
9. Perform UAT For D’Concierge / iService enhancements/fixes

Requirements

• Working experience of 5 to 6 years, preferably with exposure in area of Service Management.
• Experience in development or support of IT application or infrastructure.
• Experience in Agile, Scrum or Kanban methodology to manage IT project or operation.
• Skills in project management or experience in leading/managing stakeholders.
• Strong in analytical/critical thinking, data analysis and being detailed, process and audit oriented.
• Skillful in using MS tools especially MS Excel and Powerpoint to prepare management presentation deck.
• Possess relationship-led quality, yet strong and firm with stakeholders especially in process compliance.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.