Senior Major Incident Officer

The Bank Of Nova Scotia; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A global financial institution is seeking an experienced professional to manage major incident recovery in Singapore. The role involves collaborating with various support teams, ensuring timely communication with stakeholders, and conducting post-incident reviews. Candidates should have at least 5 years of incident management experience in IT and excellent communication skills. An ITIL certification is preferred, along with experience in complex IT environments. This position requires strategic thinking and the ability to liaise with senior executives.

Qualifications

• Excellent verbal, written, and presentation communication skills.
• ITIL Foundations certification (v3 and/or 2011 and/or v4).
• 5+ years of experience in Major Incident management in a complex IT environment.
• Hands-on experience with incident bridges involving multiple geographies.
• 10+ years of progressive IT experience with an understanding of full stack technologies.

Responsibilities

• Drive recovery of major incidents and manage stakeholder communication.
• Collaborate with support teams to establish effective incident resolution paths.
• Conduct post-incident reviews and identify improvement opportunities.
• Champion a customer-focused culture to deepen client relationships.

Skills

Excellent communication skills

ITIL Foundations certified

Experience in Major Incident management

Ability to work in a complex environment

Strategic thinking

Working with senior executives

Education

Tertiary education in Computer Science, Engineering, or Information Sciences

Job description

The Team

Scotiabank’s Global Technology Services (GTS) - Major Incident Office (MIO) is responsible for handling any significant business and brand impacting incidents globally. We collaborate with business & technology stakeholders along key subject matter experts to mitigate/avoid critical outages. The team is accountable for implementation of industry best practices at enterprise level to bring consistent execution of process. This role is located in Singapore and directly reports to the Director, GTS - Global Incident Management Office based in Canada but will have a matrix reporting to the CIO in APAC Singapore office.

Purpose

You’ll be responsible for driving the recovery of major incidents, managing business and IT stakeholder’s communication, will work with Subject Matter Experts to identify ongoing risk’s and devise a plan to mitigate those risks. While this is not a shift-based role, you are required to be available 24x7 to handle any major outages during your designated on-call week. You will join the highly skilled MIO team, which has been spearheading IT stability by delivering consistent results and winning the confidence of business as a trusted partner for all critical outages.

Accountabilities

• Collaborate with various support teams and vendor partners to device the shortest resolution path by establishing strong command and control over the bridge.
• Responsible for sending consistent and timely communication to business and IT stakeholders.
• Conduct post incident reviews and drive the teams to identify root cause, lessons learned and a plan to prevent a reoccurrence of similar incident.
• Provide improvement opportunities in the existing enterprise process.
• Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk

Experience / Education / Other Information

• Excellent communication (verbal/written/presentation) skills.
• ITIL Foundations certified (ITIL v3 and/or 2011 and/or v4).
• At least 5+ years of working experience in Major Incident management in supporting complex IT environment in a larger organization. Banking &/or finance services’ industry experience is an added advantage.
• At least 5+ years of hands-on working experience in handling incident bridges involving support teams from multiple geographies.
• At least 10+ years of progressive IT working experience that spans a high-level understanding of full stack technologies used in a large enterprise.
• At least 3+ years of working experience in dealing with senior executives (VP+ audience) from Business and Technology.
• Adept in working in a complex, fast paced environment by demonstrating strategic thinking, weigh risks, and apply sound judgment to choose right solution.
• Able to set priorities, pursue multiple threads at the same time, plus can accurately reflect current state and drive towards resolution.
• Completed a tertiary education in Computer Science, Engineering, Information Sciences, or equivalent.