DBS Bank Limited - Singapore

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Purpose

  • To ensure Incident Management processes are being followed to ensure quality services by managing the delivery services of support teams regionally

  • To ensure notification and escalation to support and management, to ensure right level of attention is given

  • To ensure robust and effective alert management operational model

  • To establish and maintain a strong working relationship between TS and the line of business & align the IT strategy with business needs and objectives

  • To transform and evolve to SRE

Key Accountabilities

  • Prevent reoccurrence of alerts and incident

  • Proactively identify issues through incident and problem trending analysis

  • Assist in workaround identification and resolution if needed

  • Improve Mean Time To Detect (MTTD) / Mean Time To Repair (MTTR) of incident life cycles through process monitoring, automation and optimizing effort spent on various stage

  • Enhance operational productivity through process automation


Responsibilities

  • Notifying the participants in the Incident Management process when standards and procedures are not being followed

  • Rerouting misdirected Incidents that have not been handled in a timely manner

  • Escalating issues in a timely and appropriate fashion

  • Identifying incidents which need special attention or escalation

  • Identifying exceptions and deviations, as well as management of these situations

  • Notifying the participants in the process when standards and procedures are not being followed

  • Facilitating the resolution of issues with items not complying with the process

  • Overseeing creation and availability of process reports, analyzing reports

  • Overseeing completeness and integrity of information collected to conduct daily operations

  • Establishing measurements and targets to improve process effectiveness and efficiency

  • Acting as an escalation focal point for all roles involved in the process


Requirements

  • A good university degree, and preferably in relevant field of study; with majors in IT.

  • Strong leadership and people oriented

  • Ability to work under pressure (especially during incident/crisis management)

  • Adaptable to dynamic/volatile environment and know when/how to take control during a crisis.

  • Good communication skills (ability to communicate clearly with different levels of management/staff)

  • Focus on the big picture and able to balance business and control requirements

  • Able to manage challenges and know when to raise to senior management

  • Good knowledge on the utilisation and management of IT-related hardware, software, data communication facilities, procedures and people.

  • Good understanding of principles and processes of ITIL processes and discipline and adopting best practices into the current environment

  • Sound knowledge in cost allocation/recovery methodologies

  • Good knowledge of IT trends and directions and their implications to data centre operations

  • Good problem management skills

  • Supervise and manage a team of operation staff to ensure delivery of quality incident management services to the Bank.

  • Work effectively and closely with technical support staff, regulators, other IT groups such as infrastructure & applications, architecture & engineering, Finance, internal and external auditors.


Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.