IT Incident Manager (Banking Sector Client - Payment Services)

D L RESOURCES PTE LTD; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Incident Manager to oversee technology incidents within the banking sector. This role involves end-to-end ownership of major incidents, ensuring timely resolution, and maintaining compliance with industry standards. The ideal candidate will have strong problem management skills and the ability to communicate effectively during high-pressure situations. Join a forward-thinking company that values innovation and efficiency, and help drive improvements in service quality through meticulous incident management and reporting.

Qualifications

• Strong experience in incident and problem management processes.
• Ability to communicate effectively in high-stress situations.

Responsibilities

• Manage technology incidents impacting Banking Client's group businesses.
• Participate in incident resolution calls and post-incident activities.

Skills

Incident Management

Problem Management

Data Analysis

Communication Skills

Remedy

EOD Batch Processing

Infrastructure Knowledge

Unix/Linux

Web/Application/Middleware Services

Tools

Excel

PowerPoint

Ticketing Tools

Job description

Key responsibilities:

• Manages technology incidents impacting Banking Client's group businesses
• Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with Banking Client's standards on Incident and Problem Management functions
• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
• Escalation of critical and unresolved Incidents to appropriate levels of management
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
• Management reporting
• Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable. Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
• Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
• KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
• Audit Reporting: Data analysis, PowerPoint presentation, Regulatory reporting.
• Good knowledge on Macro, Excel, PowerPoint, Ticketing tools, Data analysis.
• Ensure compliance to Group Technology & Operations Policies and Standards

Key Skills:

• Experience in Remedy, helix, Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Payments flow.