Production Support & Incident Management
- Take full ownership of all production issues and outages within Risk Management.
- Track and monitor issues through to resolution and closure.
- Provide timely escalation of critical issues to management.
- Deliver responsive, efficient, effective, and proactive business application support.
Client & Stakeholder Engagement
- Adopt a proactive, client-focused mindset to ensure high user satisfaction.
- Ensure business requirements are met through timely and quality delivery.
- Build and maintain strong collaborative relationships with business users, development teams, and IT partners.
- Seek mutual understanding, build trust, and aim for win-win outcomes.
Service Management & Operational Excellence
- Maintain and adhere to established workflows, service management standards, and operational culture.
- Ensure timely logging of user requests and incidents.
- Perform proper incident management including impact analysis, issue communications, escalations, and root cause analysis.
- Ensure incident, problem, and change records are complete and maintained to a high standard.
Audit, Risk & Compliance Support
- Facilitate, support, and provide required data for audit and regulatory reviews in a timely manner.
- Proactively review production batches and identify opportunities to improve batch performance.
Business Continuity & Resilience
- Act as the support champion for Disaster Recovery (DR) and Business Continuity Planning (BCP).
- Ensure smooth planning, execution, and completion of DR/BCP activities.
