Business Control Specialist (Event and Incident Management)

  • Competitive
  • Singapore
  • Permanent, Full time
  • Bank Of America / Merrill Lynch
  • 23 Jun 17

Business Control Specialist (Event and Incident Management)

Job Description:
About Bank of America Merrill Lynch:

Our purpose as a firm is to make financial lives better, through the power of every connection. Across the world, we partner with leading corporate and institutional investors through our offices in more than 40 countries. In the U.S alone, we serve almost all Fortune 500 companies and approximately 59 million consumers and small-business customers. We provide a full suite of financial products and services, from banking and investments to asset and risk management. We cover a broad range of asset classes, making us a global leader in corporate and investment banking, sales and trading.

Connecting Asia Pacific to the World
Our Asia Pacific team is spread across 23 offices in 12 markets. We are focused on connecting Asia to the world and the world to Asia, using our global expertise to ensure success is shared between us, our clients and our communities. Our regional footprint covers 12 currencies, more than a dozen languages and five time zones, placing us firmly among the region's leading financial services companies.

Bank of America Merrill Lynch is committed to attracting, recruiting and retaining top diverse talent from across the globe. Our diversity and inclusion mission is to actively promote an inclusive work environment where all employees have the opportunity to achieve personal success and contribute to the growth of our business. Each of our global Employee Networks bring together employees, create dialogue and awareness in support of our Diversity and Inclusion.

Project Background
Partner closely with all Global Technology and Operations (GT&O) technical incident management organizations across Global Markets, Global Wholesale Banking, Retail Preferred & Global Wealth and investment Management (GWIM), Control Function Technology (Finance, HR etc), Data Management as well as the Chief Technology Organization to oversee Major Incidents affecting any of the Eight Lines of Business.

Candidate will function as a crisis reporter in a dynamic team providing escalation to the most senior levels within GT&O through a structured communication process, managing the more complex incidents which affect multiple lines of business and correlating independent incidents that may be related in an effort to identify emerging threats. Candidate will need to foster positive working relationships with a wide variety of sources across the GT&O organization in order to successfully coordinate aspects related to restoration and to deliver comprehensive business impact information that clearly articulates the impacts and any associated situational overlay context as to why these issues are significant. Build and maintain knowledge of the organizational structure within GT&O to drive rapid engagement and escalations.

Provide leadership, directly or through influence, to meet all objectives and restoral of these significant unplanned events. Challenge the status quo in a positive manner providing thought leadership within the team identifying process improvements.

Role Responsibilities:

  • Crisp clear SLT and Executive and Regulator communications
  • Establish command and control of client impact bridges and master technical bridges
  • Gather comprehensive business impact information from a wide variety of sources and contacts, with speed and accuracy
  • Create daily incident reporting including regulatory
  • Collaborate with regional compliance teams to drive regulatory reporting decisions
  • Provide flawless execution of post incident summaries, communications and reporting.
  • Review data within the System of Record to support the incident management policy
  • Effectively communicate with managers, peers and business partners on deliverables and timelines
  • Build collaborative and sustained relationships with internal peer partners


Essential Skills:
  • 3+ years experience in production support
  • Strong Technology and Business acumen
  • Familiarity with ITIL, specifically Incident Management
  • Global Markets (Trading) and Global Wholesale Banking business is a plus
  • Ability to produce metrics through various analytical tools is also a plus
  • Ability to work independently and as a member of a team
  • Excellent verbal, written and organizational skills
  • Proven ability to communicate complex information in simple terms
  • Demonstrated ability to multi-task in a matrix reporting environment
  • Demonstrated ability to work in high intensity situations
  • Ability to negotiate with peer groups and business partners.
  • Ability to speak or present information in confident, clear, concise direct manner to peers and Senior Leaders
  • Critical thinking/analytical skills

Desired Skills:
  • ITIL Foundation
  • Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management

Bank of America Merrill Lynch is an equal opportunity employer.

Posting Date: 08/05/2017
Location: SG--Singapore

Full / Part-time: Full time
Hours Per Week: 40