Responsibilities:

•  Aware of roles and responsibilities of IT Incident and Problem Management.
• Keep monitor incident raised on identified channels.
• Once IT incident happens, conduct related ITs to find out solution to resume service as soon as possible or provide interim solution to mitigate any business impact including escalate and update progress to related ITs and management levels.
• Once IT incident closes, discuss with related ITs to identify root cause and find out solution for preventive action including establish incident reports as identified process.
• Join Change Advisory Board Meeting to acknowledge any production change request.
• Review Service Level Agreement (SLA) as requested by project to ensure the SLA is align with the Bank’s SLA.
• Establish incident report as required by related committees and regulators.
• Arrange IT Service Awareness Training for Its.
• Gather and provide document as required by auditor.

Qualifications:

• Bachelor or Master Degree in Computer Science, Engineering, Information Systems or equivalent .
• Minimun 5-10 years in Information Technology plus experience working in or closely with IT Service management , IT Risk management or IT Governance management.
• Knowledge of ITIL best practice and can apply it to govern IT as appropriate .
• Experience in IT management as per ITIL process, such as incident and problem management, change management, service level agreement management, etc.
• Experience in conducting team and work under pressure.
• Highly result oriented and can work independently.
• Good skills of listening, speaking, reading and writing including presentation skill to high management levels.
• Experience knowledge of ITIL or any best practice necessary to manage IT service continuity as a whole.

Remark: The Bank requires the verification of criminal records prior consideration for employment to ensure secured and maintain standards of the organization.