Senior Associate, ETCC / Incident Management Specialist, SRE & Governance, Group Technology

Job Purpose:

• To ensure Incident Management processes are being followed to ensure quality services by managing the delivery services of support teams regionally
• To ensure notification and escalation to support and management, to ensure right level of attention is given
• To ensure robust and effective alert management operational model
• To establish and maintain a strong working relationship within SRE and across with other line of business & align the IT strategy with business needs and objectives
• To transform and evolve to Site Reliability Engineering

Key Accountabilities:

• Prevent reoccurrence of alerts and incident

• Proactively identify issues through incident and problem trending analysis

• Assist in workaround identification and resolution if needed

• Improve Mean Time To Detect (MTTD) / Mean Time To Repair (MTTR) of and incident life cycles through process monitoring, automation and optimizing effort spent on various stage

• Enhance operational productivity through process automation / AI Ops

Responsibilities:

• Notifying the participants in the Incident Management process when standards and procedures are not being followed

• Rerouting misdirected Incidents that have not been handled in a timely manner

• Escalating issues in a timely and appropriate fashion

• Identifying incidents which need special attention or escalation

• Identifying exceptions and deviations, as well as management of these situations

• Notifying the participants in the process when standards and procedures are not being followed

• Facilitating the resolution of issues with items not complying with the process

• Overseeing creation and availability of process reports, analyzing reports

• Overseeing completeness and integrity of information collected to conduct daily operations

• Establishing measurements and targets to improve process effectiveness and efficiency

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

• Collaborate with stakeholders on process improvement, testing, cutover verification, implementation.

Requirements:

• Bachelor degree, and preferably in relevant field of study; with majors in IT.

• Ability to work under pressure (especially during incident/crisis management)

• Adaptable to dynamic/volatile environment and know when/how to take control during a crisis.

• Good communication skills (ability to communicate clearly with different levels of management/staff)

• Focus on the big picture and able to balance business and control requirements

• Able to manage challenges and know when to raise to senior management

• Good knowledge on the utilisation and management of IT-related hardware, software, data communication facilities, procedures and peoples.

• Good understanding of principles and processes of ITIL processes and discipline and adopting best practices into the current environment

• Sound knowledge in cost allocation/recovery methodologies

• Good knowledge of IT trends and directions and their implications to data centre operations

• Good problem management skills

• Supervise and manage a team of operation staff to ensure delivery of quality incident management services to the Bank.

• Work effectively and closely with technical support staff, regulators, other IT groups such as infrastructure & applications, architecture & engineering, Finance, internal and external auditors.