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AVP/VP, Incident and Problem Management, GTO in Singapore at UOB Group

Date Posted: 2/17/2018

Job Snapshot

Job Description

Functional area: T&O Shared Infrastructure Services
Employment type: Full-time
Job Type: Permanent

Job Summary
 
To manage the major incidents and support services for the region. Major Incident Manager also works directly with IT support staff and vendors to ensure agreed service levels are met for 18 countries.
The candidate should be able to lead major IT Service Management initiates such as implementation of BMC- MYIT project and different workflow for Service Operations, Transition and Design lifecycle
Responsibilities
 
  • Manages technology incidents impacting UOB group businesses.
  • Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with UOB standards on Incident and Problem Management functions.
  • Participation in all incident resolution calls to facilitate incident determination, recovery and resolution.
  • Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
  • Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards.
  • Escalation of critical and unresolved Incidents to appropriate levels of management.
  • Management reporting.
  • Use tools for effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable. Work towards effective use of these automated solutions with other tools and procedures within command center/ datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process. Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
  • Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
  • Monitoring of major incident tickets in incident ticketing systems to ensure all tickets are acted upon by various resolver teams.
  • Ensure compliance to Technology & Operations/Shared Infrastructure Services Policies and Standards.
  • Drive actively (Functional & Technical) projects such as BMC Remedy MY IT, BMC BPPM, Dashboard tools like Emite & Xylatics, Avaya CMS, Talisma ERMS and Elastic Search, etc. 
  • Analyze workloads, building new Target Operating Models and transitioning Organizations to new ways of working, without impacting operations.
 
Skill-set
  • Bachelor’s degree in Business, Computer Science, or related discipline required.
  • ITIL certification is a must
  • Experience: 8-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred. Technical expertise on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Service Management functions, or Application Development.
  • Above average and exceptional written and oral communication skills.