Key Responsibilities:
- Champion the adoption and implementation of IT Service Management (ITSM) and ITIL best practices across Change and Run the Bank operations.
- Drive and govern ITSM-related processes, including:
-IT Asset Management
-Configuration Management / CMDB
-Incident Management
-Change Management
-Problem Management
-Service Request Management
-Release Management
- Oversee end-to-end IT asset lifecycle management, standardizing processes across APAC branches.
- Manage incident response and recovery processes, ensuring proper ticket documentation, communication, and closure. Serve as the primary facilitator for major incidents on a 24/7/365 basis.
- Institutionalize Problem Management practices with structured root cause analysis, corrective actions, and continuous improvement reporting.
- Control and manage IT changes through systematic evaluation, documentation, and approval processes.
- Collaborate with various teams to align ITSM practices with organizational goals and regulatory compliance.
Key Requirements:
- Bachelor's or Master's degree in IT, Computer Science, MIS, Banking & Finance, or equivalent.
- Minimum 5 years of relevant experience within a Technology department in a banking environment in Asia Pacific.
- Proven expertise in IT Service Management and IT operations support.
- Strong hands-on experience in IT Asset Management and full lifecycle management of IT assets.
- Proficient in ITSM/Asset Management tools; experience with ServiceNow is a strong advantage.
- Solid understanding of the full IT stackapplications and infrastructureincluding cloud/on-prem environments and associated monitoring tools (e.g. SCCM).
- Strong communication, negotiation, and influencing skills with the ability to engage across teams and levels.
- Analytical, detail-oriented, and capable of solving problems creatively and efficiently.
- Self-motivated with a strong sense of urgency and the ability to work independently.
- Demonstrated ability to innovate and drive process improvements.
