Job Responsibilities:
This position will be part of the ASO-IRMD-ITSM team to drive good practice for the maintenance, development, and improvement of IT Service Management (ITSM).
The role is responsible for supporting ITSM Incident Management practice and Major Incident Management operational commitments, deliverables and outcomes in Major Incident response and management reporting. The work requires operational readiness coverage from Monday to Friday (public holiday on weekday inclusive), 12am to 9am (Singapore time) for APAC regional Major Incident response.
The role entails working across multiple functional teams and levels within the Regional HQ (Singapore), APAC branches, and the Head Office (Japan) to oversee and ensure Major Incident Management workflows are aligned, implemented, and followed according to the organizational requirements and needs.
In addition, the role is responsible for crafting and continual improvement of IT Service Management standard, processes and procedures but not limited to the following:
• Able to organize and drive Major Incident meetings to engage the required stakeholders (IT and non-IT) at the regional level to ensure incident is being managed timely and effectively to rapidly remediated impacts, restore normal service and report progress.
• Follow through all major incidents reported for root causes, permanent fixes and preventive measures through methodical evaluation of complex issues and challenges for closure.
• Ensure timely, relevant, accurate and complete information are documented in incident management recording and reporting tools.
• Lead, promote and reinforce adherence to standard, good practice and processes across regional branches for operational excellence.
• Analyse and utilize data and information to prepare management reports.
Job Requirements:
• Able to work from 12am to 9am, Monday to Friday.
• Minimum 5 years of business performance management reporting and presentation experience with attention to detail in a fast-paced business environment.
• Competent in organizing and leading meetings, performance tracking and monitoring by maintaining accurate compliance records and documentations, preparing management reports and presentations in dashboards and infographics; perform reviews with key stakeholders across all working levels on daily, weekly, monthly and quarterly deliverables.
• Working experience in regulated industry such as banking, insurance with responsibilities in process streamlining, project delivery and complex problem solving.
• Education & training:
o Bachelor degree in IT/Business/Commerce
o Lean Six Sigma
o Design Thinking
• Experienced cross-functional leader and effective team player with the ability to work independently to organise, manage and complete tasks/projects within tight deadline.
• Good working knowledge of technology risks management in relation to regulatory compliance and requirements in one or more APAC countries.
• Highly motivated, independent self-starter. Must be able to take the lead (when required) and yet be part of a working team. Possess good time management skills, able to prioritize and multi-task.
• Effective communication skills in writing and speaking. Must be able to convey ideas, thoughts and actions to stakeholders at all levels with strong attention to detail.
• Good interpersonal skills to effectively work in partnership with colleagues globally.
• Competent in using Microsoft Excel, PowerPoint and analytical tools such as Power BI for analysis and insightful reporting. Proven ability to analyse information to assess risks and opportunities for improvement.
• Exhibit composure under pressure, able to manage ambiguity and effective in consensus-building.
• Analytical skills with the ability to provide practical solutions for effective management results and desirable business outcomes.
• Self-driven and independent, able to work well cross-functionally, to think rigorously and make hard decisions and trade-offs when required.
