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.

  • Following defined incident and problem process and escalation when needed, as defined in the escalation matrix.

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

  • Rerouting misdirected incidents and problems that have not been handled in a timely manner.

  • Escalate issues timely and appropriately.

  • Identifying incidents and problems 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 and 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

  • Card and key issuance management for secure room.

  • Tasks assigned by the team manager, that help to prevent a potential Incident.


  • Possesses a Diploma and above

  • Minimum 3 years' experience in Incident and problem management roles, preferably in a banking sector.

  • Good communication skills

  • Ability to work independently and is a good team player.

  • Must be organised, systematic and be able to work with details.

  • The candidate will work in 12 Hour Rotational Shifts, Roster to be decided by the team manager.

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