Manager, Major Incident & Problem Management

KEY RESPONSIBILITIES

• Monitor and keep track of IT related issues incidences (Incident Management) and problems (Problem Management).
• Conduct proper follow up of issues, incidences and problems to ensure timely resolution.
• Conduct root cause analysis, implement controls to ensure root causes have been mitigated or eradicated altogether.
• Escalation of incidences to the stakeholders according to the nature of its criticality.
• Prepare management reports on Issues, Incidents and Problems; weekly progress report as well as analysis of Incident Reports; work with GITR on matters such as System & Service Availability.
• Ensure that IS- CPM processes are properly managed, implemented and maintained as part of Production Management and Continuous Improvement.
• Facilitator for the Incident Review meetings.
• Manage vendors (where necessary).
• Ensure compliance with Bank Negara Malaysia's RMiT 10.32 requirement, which mandates that cumulative unplanned downtime must not exceed four hours on a rolling 12-month basis, and individual incidents must be resolved within 120 minutes.
• Monitor and respond to BNM updates and regulatory expectations, ensuring timely implementation of corrective actions and alignment with technology risk management policies

EXPERIENCE/KNOWLEDGE REQUIRED

• Microsoft Office
• Windows
• ITIL
• COBIT
• Leadership skills.
• Communication skills.
• Planning and organizing.
• People management, delegation and coaching.
• Relationship building skills.
• Ability to effect change.
• In managing incidents and problems as well as involvement in the continuous improvement cycle
• Incident handling / Decision Making / Analytical Thinking
• Systems documentation and result compilation
• Possess strong understanding of banking knowledge.
• Knowledge of financial industry compliance, risk and regulatory requirements.
• 5 years in Incident Management