Incident Manager (Payments / Banking Domain)

SMART INFORMATION MANAGEMENT SYSTEMS PRIVATE LIMITED; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an experienced Incident Manager to oversee incident management for a leading global investment bank in Singapore. This dynamic role requires a proactive individual to handle complex production incidents while ensuring compliance with ITIL best practices. The successful candidate will collaborate with various business partners, manage communications with stakeholders, and lead shift operations to maintain service excellence. Join a forward-thinking team dedicated to delivering top-notch support in a fast-paced environment, where your expertise will make a significant impact on operational success.

Qualifications

• 6-8+ years in Incident Management, particularly in banking.
• Strong communication skills for stakeholder engagement.

Responsibilities

• Manage Incident and Problem Management processes under SLAs.
• Ensure timely recovery of services and effective communication.

Skills

Incident Management

ITIL V3 Foundation Certification

Communication Skills

Triaging Experience

Banking Applications Support

Process Improvement

Education

Bachelor's degree in IT/CS

Tools

Process Design Tools

SIX SIGMA

Job description

Executive Summary

Smart IMS Inc provides Digital technology & Cloud transformation services, Application & Infrastructure Management Services, Unified Communications, and Insurance implementation services to customers across the Americas, Europe, Middle East, and Asia-Pacific regions. As the trusted technology and business partner of leading MNCs, including Global Investment Banks, Smart IMS is also a Microsoft Gold Certified Partner, Oracle Platinum Partner and AWS MSP Partner.

We are looking to hire an experienced Incident Manager in Singapore to support our client, a top global investment bank. The Incident Manager will provide frontline Incident management support for the bank's Regional Banking Applications in APAC.

This role is the key focal point for the customer/client /associate experience and owns speedy and satisfactory conclusion restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root-cause follow-up. Apart from that, the role will work with business/internal stakeholder to provide input for incident reporting.

Responsibilities:

• Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization.
• Prior Triaging, Banking and payments related experience supporting multiple regions is a must.
• Role is to support payments application related to regional (APAC/EMEA/AMRS) or global business.
• The roles involve in managing End to End Triages with various business partners (Tech & Business) to recover the services on a timely basis. This may require the individual to do out of box thinking and go the extra mile to recover the issues in timely manner.
• Provide Periodic comms at the various stages of the triage to Senior Tech./Business Execs on a timely basis.
• Manage Problem investigations through to conclusion, ensuring that root cause is identified, documented, and resolved.
• Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization.
• Communicate effectively with management and stakeholder on the status and remediation of incidents.
• Manage known errors and ensure that operational workarounds are fully documented.
• Close liaison with other corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics.
• Production and publication of critical management information
• Participate in meetings with Senior Management and provide appropriate input and feedback.
• The successful candidate will need to come up to speed on several existing systems and processes quickly and to be able to identify gaps between their output and business requirements.

Required Skill:

• Bachelor's degree (prefer IT/CS specialization) with min. 6-8+ years of relevant Experience of performing roles in Incident Management
• Prior Triaging, Banking and payments related experience supporting multiple regions is a must.
• ITIL V3 Foundation Certification
• IT Support / Service Support experience
• Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
• Experience in developing documentation materials for processes.
• Integrates best practices with process design to ensure continuous process improvement.
• Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
• A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision.
• Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover.
• Lead shift operations and ensure smooth handovers.

Shift Details:

• Shift work to start as early as 7am
• There will be weekend work Sat & Sun, every 3 weeks (rotating within the team)
• Working on some weekends and bank holidays as part of a 5-day week shift pattern.

Desired Skills

• Experience of process design & process improvement tools
• Experience of SIX SIGMA / DMAIC phases
• Experience of working in a large enterprise IT organization
• Experience in the financial sector
• Knowledge of software development methodologies
• Exposure to Risk management standards and practices
• Project management training/certification desired