Senior Incident Management - TA123

To ensure and improve service quality, improve processes, tools, and people to optimize the operation of the bank's IT system. Responsible for receiving feedback from customers and internal users about the status of IT services in the banking system, thereby providing timely warnings about incidents to relevant stakeholders. To shorten the time for troubleshooting, restoring services, and minimizing possible adverse impacts on the bank's operations, thereby ensuring the services provided always operate stably and achieve the highest efficiency.

• Conduct root cause meetings and co-ordinate with service owners for all the resolved incidents
• Classify, identify level of priority
• To automate the workflow, increase Self Service options and reduce the requests from users
• To follow up and ensure all critical tasks, root cause is determined timely
• To prepare reports weekly monthly reports and whenever requested by management

Educational Qualifications

• University Degree in IT, Bachelor of IT, Banking & Finance
• Basic understanding of banking operations and business activities

Relevant Experience

• Experience working in IT environment especially in ITSM (Incident. Service Desk)
• Knowledge of Banking and Finance operations, risk management
• Good command of English in listening / speaking / reading / writing, conversant
• Having Knowledge of IT products, services & applications in Finance – Banking is an advantage, especially systems such as T24, Way4, etc.,
• ITIL Certified will be an added advantage

Skills

• Fluency in computer science
• Skilled in making reports, training and presentations
• Skilled in teamwork, working overtime, multi-tasking, handling situations and with effective decision making capabilities