Associate, SNOC Coordinator, EASRE, Technology & Operations
DBS Bank
- Singapore
- Permanent
- Full-time
- Adheres to defined incident and problem process and escalation when needed, as defined in the escalation matrix.
- Notifies participants in the Incident and Problem Management process when standards and procedures are not being followed.
- 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.
- 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.
- 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.