Problem Manager - Technology Services Problem Manager - Technology Services …

Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Problem Manager - Technology Services
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

• Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
• Assume the role of Problem Coordinator in the Problem Management process.
• Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (Remedy ITSM) including:
o Problem Logging (Remedy ticket)
o Problem Investigation & diagnosis
- Evaluate Post Incident Review
- Evaluate Impact details
- Identify RCA stakeholders
- Steer RCA meetings
- Conclude Root cause and RCA actions
- Escalate and report risk identified.
- Perform Repeat Incident Analysis
• Adhere to the KPIs, ORFs and SLA committed by the organization.
• Participate in or lead Service Improvement Plans (SIPs)

Our Ideal Candidate

• Min 5 years incident/problem management, preferably in a Banking environment OR 7 years relevant Technical background in an IT environment
• Problem-solving skills with an emphasis on resolution of complex technical problems; high degree of logical and analytical thinking with keen attention to detail
• Demonstrated ability to quickly understand complex systems.
• Broad technology understanding across Platforms, Middleware, Databases, End User Services and Networks
• Strong interpersonal skills, including strong verbal, written and excellent listening skills are required.
• Ability to deliver consistent results under pressure.
• Ability to think independently and exercise initiative.
• Ability to understand KPIs, SLAs and its importance to customer's business
• Ability to translate technical information into business/layperson language
• Ability to grasp and assess business impact by clear and thorough probing of stakeholders
• Ability to derive streams and actions based on the inputs provided by the support teams
• Team-oriented and skilled in working within a collaborative environment. Ability to interact with individuals on all organizational levels
• ITIL V3 Foundation Certification
• ITIL Intermediate training on Service Operations
• Clear Understanding on ITIL principles
• Operations experience in a 24x7x365 support model

Apply now to join the Bank for those with big career ambitions.