Senior Associate/ Associate, Incident & Problem Coordinator, Technology Services, Technology and Operations Senior Associate/ Associate, Incident & Problem  …

DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
Senior Associate/ Associate, Incident & Problem Coordinator, Technology Services, Technology and 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.

Responsibilities
  • Notifies participants in the Incident and Problem Management process when standards and procedures are not being followed.
  • Adheres to defined incident and problem process and escalation when needed, as defined in the escalation matrix.
  • Reroutes misdirected incidents and problems which have not been handled in a timely manner.
  • Escalates issues in a timely and appropriate manner.
  • Identifies incidents and problems which need special attention or escalation.
  • Identifies exceptions and deviations, as well as management of these situations.
  • Notifies participants in the process when standards and procedures are not being followed.
  • Facilitates the resolution of issues with items not complying to process.


Requirements

  • Oversees creation and availability of process reports and analyzing reports.

  • Oversees completeness and integrity of information collected to conduct daily operations.

  • Establishes measurements and targets to improve process effectiveness and efficiency.

  • Acts as an escalation focal point for all roles involved in the process.

  • Card and key issuance management for secured room.

  • Carry out tasks assigned by the team manager, which help to prevent potential incidents.

  • Possess some technical knowledge of Linux, Solaris and Unix hardware, operating system and system services (volume manager, file system, NTP, DNS, clustering, SSH, TSM, ITM etc).

  • Willingness to work in a 12-hour rotational shift roster. Shift roster will be decided by team manager.



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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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