Incident Manager

  • 11K
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Standard Chartered Global Business Services Sdn Bhd
  • 21 Aug 17

Incident Manager

Incident Management Process

  • Manage and direct High, Medium & Below Severity Incidents to closure
  • Tracking outages and their validity as per the business impact
  • Ensure all activities within the incident management are as per process
  • Liaise with service managers and CTM for overall process and stability issues
  • Perform self skill assessments to ensure required capability & continually development
  • Incident management e-learning to be updates based on process changes.
  • Half yearly update to eLearning modules on the process/ tool related changes
  • Ensure tools for timely communication of incidents to subscribers and key stakeholders
  • Maintenance and currency of critical services list.
  • Ensure effective communications with service desk for High Sev incidents

Command Centre

  • Lead Crisis Management invocation & response as required
  • Interrogate atmospheric changes across the bank’s operations
  • Monitors and maintains a proactive de-risking focus
  • Drives technical teams to interrogate anomalies
  • Guides resources within the Command Centre as required
  • Responds to requests for Command Centre support as needed
  • Highly responsive and highly flexible to demands from the business

Quality Assurance

  • Ensure standardized and consistent quality process across both centres
  • Perform random sampling of incidents to identify process gaps

Process re-engineering

  • Manage process governance for Incident Management processes
  • Simplify processes through Lean methodologies
  • Automate manual activities.

Service transition process

  • Ensure training for new services commissioned are cascaded
  • Ensure adequate technical information available for the team for new services

Qualifications / Experience/Skills :

  • 5+ years of exposure in IT Incident Management
  • Extensive knowledge of IT Service Operations
  • Banking operations knowledge preferred within a Command Center environment.
  • Qualified ITIL Foundation Version 3
  • Experience in managing critical and high impact situations related to technology failure
  • Experience analyzing hardware and software problems and making a diagnosis quickly
  • High degree of logical, analytical, & communication skills
  • English to an excellent standard – both written & oral
  • Strong ethics, loyalty and understanding of inclusiveness
  • Ability to deliver consistent results under pressure
  • Metrics Driven
  • Proven ability to multitask
  • Demonstrated conflict resolution skills