Senior Major Incident Officer

Scotiabank; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading financial institution in Singapore is seeking an experienced Major Incident Manager to join their Global Technology Services team. The role involves driving recovery for major incidents, facilitating communication among stakeholders, and collaborating with support teams to mitigate risks. Ideal candidates will have over 5 years of experience in Major Incident management in a complex IT environment, strong leadership skills, and the ability to communicate effectively with senior executives. This position is critical for the stability of IT operations and requires a commitment to excellence.

Qualifications

• Minimum of 5 years experience in Major Incident management in a complex IT environment.
• Experience dealing with senior executives (VP+ audience) from Business and Technology.
• At least 10 years of progressive IT working experience with a high-level understanding of full stack technologies.

Responsibilities

• Drive the recovery of major incidents and manage communication.
• Collaborate with support teams to establish resolution paths.
• Conduct post-incident reviews and identify opportunities for improvement.

Skills

Excellent communication skills

Strategic thinking

Ability to manage multiple priorities

Collaboration with support teams

Education

Tertiary education in Computer Science, Engineering, Information Sciences, or equivalent

Tools

ITIL Foundations certification

Job description

Requisition ID: 231665

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

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.

Location(s): Singapore

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.