AVP / Senior Associate, SNOC & Incident Management, Tech Services, Technology & Operations AVP / Senior Associate, SNOC & Incident  …

DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
AVP / Senior Associate, SNOC & Incident Management, Tech Services, Technology & Operations
Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Purpose
  • To ensure Incident Management processes are being followed to ensure quality services by managing the delivery services of support teams regionally
  • To ensure notification and escalation to support and management, to ensure right level of attention is given
  • To ensure robust and effective alert management operational model
  • To establish and maintain a strong working relationship between TS and the line of business & align the IT strategy with business needs and objectives
  • To transform and evolve to SRE
Key Accountabilities
  • Prevent reoccurrence of alerts and incident
  • Proactively identify issues through incident and problem trending analysis
  • Assist in workaround identification and resolution if needed
  • Improve Mean Time To Detect (MTTD) / Mean Time To Repair (MTTR) of incident life cycles through process monitoring, automation and optimizing effort spent on various stage
  • Enhance operational productivity through process automation

Responsibilities
  • Notifying the participants in the Incident Management process when standards and procedures are not being followed
  • Rerouting misdirected Incidents that have not been handled in a timely manner
  • Escalating issues in a timely and appropriate fashion
  • Identifying incidents which need special attention or escalation
  • Identifying exceptions and deviations, as well as management of these situations
  • Notifying the participants in the process when standards and procedures are not being followed
  • Facilitating the resolution of issues with items not complying with the process
  • Overseeing creation and availability of process reports, analyzing reports
  • Overseeing completeness and integrity of information collected to conduct daily operations
  • Establishing measurements and targets to improve process effectiveness and efficiency
  • Acting as an escalation focal point for all roles involved in the process

Requirements
  • A good university degree, and preferably in relevant field of study; with majors in IT.
  • Strong leadership and people oriented
  • Ability to work under pressure (especially during incident/crisis management)
  • Adaptable to dynamic/volatile environment and know when/how to take control during a crisis.
  • Good communication skills (ability to communicate clearly with different levels of management/staff)
  • Focus on the big picture and able to balance business and control requirements
  • Able to manage challenges and know when to raise to senior management
  • Good knowledge on the utilisation and management of IT-related hardware, software, data communication facilities, procedures and people.
  • Good understanding of principles and processes of ITIL processes and discipline and adopting best practices into the current environment
  • Sound knowledge in cost allocation/recovery methodologies
  • Good knowledge of IT trends and directions and their implications to data centre operations
  • Good problem management skills
  • Supervise and manage a team of operation staff to ensure delivery of quality incident management services to the Bank.
  • Work effectively and closely with technical support staff, regulators, other IT groups such as infrastructure & applications, architecture & engineering, Finance, internal and external auditors.

Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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