AVP, Senior Command Center Specialist , Consumer Banking Group Technology, Technology & Operations
DBS Bank
- Singapore
- Permanent
- Full-time
- Respond to a reported incident, identify the cause and initiate the incident management process.
- Prioritise incidents according to urgency on the bank’s business.
- Oversee the incident management process as well as team members and stakeholders involved in resolving the incident.
- Ensure that the Incident Management process is being followed to ensure quality services by managing the incident resolution of the Bank’s support teams either in country or regionally.
- Ensure timely notification and escalation to management and stakeholders as well as ensure that the right level of attention is being accorded.
- Notify participants in the Incident Management process when standards and procedures are not being followed.
- Reroute misdirected incidents which are not being handled in a timely manner.
- Escalate issues in a timely and appropriate manner.
- Identify exceptions and deviations and manage such situations.
- Proactively identify issues through incident and problem trending analysis and assist in workaround resolution when required.
- Improve Mean Time To Detect (MTTD)/Mean Time To Repair (MTTR) of incident life cycles through active process monitoring & automation.
- Assist in preventing reoccurrence of alerts and incidents.
- Enhance operational productivity through process automation.
- Establish and maintain a strong working relationship between TS and Line of Business and align our IT strategy with the bank’s business needs and objectives.
- Bachelor’s Degree in Information Technology, System Engineering or a related field.
- Strong Knowledge of IT Service Management, ITIL and COBIT.
- Strong problem solving, analytical and time management skills.
- Good communication skills, both spoken and written.
- Working experience in IT Systems and IT software in a banking environment will be an added advantage.
- Proficient in working with MS Office Tools such as MS Power Point and MS Excel and prepare presentation decks for Management Team.