Job Description

Company Description

RHB Singapore is a progressive and growing financial organization. We are committed to creating a fulfilling, dynamic and engaging work environment for our team of more than 15,000 employees across locations in ASEAN.



Primary Objectives

In charge of the incident, problem, change (IPC) related processes inclusive of managing the change control board (CAB) processes and ITSM system ownership. Overall in charge of service continuity:

• Maintain and ensure ITSM system running in production is in a healthy state;
• Analyze and recommend new ITSM enhancements and acquisitions to meet evolving Singapore Operation's needs;
• Manage outsourced arrangement to provide helpdesk services
• Ensure IT is operated in a manner that complies with Bank Policies and frameworks, standards, circulars, guidelines and MAS regulated act, notices, circulars, and guidelines applicable to technology (Compliance, Audit, Risk Adherence). - network and telephony
• Ensure IT assets are protected and secure - ITSM component
• Assist in annual budgeting - ITSM component
• Be a key stakeholder and technology partner on the bank Digital journey.
• Foster and champion bank PRIDE values within the technology department and imbue the department with a culture of teamwork, innovation, discipline, resiliency and dedication to how work is approached.
• Provide day-to-day support for ITSM related issues

Key Responsibilities

Strategy, Planning, Mgmt. Reporting

• Provide expert advice and support to technology management in the area of expertise
• Contribute in the formulation a comprehensive Branch IT strategy covering IT policies and procedures, security, architecture, business solutions and operational functional requirements
• Keep abreast of developments and innovations in the FI IT landscape
• Provide mentorship, support and guidance to colleagues, share information and facilitate problem solving
• Contribute in the yearly budgeting for IT expenditures and investments.

IT Operations

• Ensure prompt and efficient provision of IT support - ITSM
• Oversee contingency plans and ensure their adequacy
• Ensure IT assets are protected and secure - ITSM
• Ensure timely renewal of digital certificates and proper lodgment with IT security team.
• Ensure IT operations run in a manner consistent with high score from audit, risk, compliance assessments. The following to be operationalized as standard procedure against all IT asset components - ITSM.:

• Administrative Accounts - All admin accounts lodged into PAM solution per group IT
• Security guidelines and MAS notice 655 point 4.1
• Patching - Patch notification process established with vendors and patch calendar updated, upon patch release assessment and implementation as needed Per patching guidelines and MAS notice 655 point 4.2
• Hardening - Per component definition and enforcement against SG security standard and Group IT Security guidelines and SG addendum/s and MAS notice 655 point 4.3
• Network Perimeter Defense - Network traffic and segments, firewalls, proxies, dns, vpn access setup in secure manner per group IT security guidelines and MAS notice 655 4.4
• Malware - IT Security consulted and all required IT security protections installed on IT assets per MAS notice 655 point 4.5
• Multi-factor Authentication - MFA, where applicable implement MFA of administrative and internet accounts with access to customer information using PAM per MAS notice 655 point 4.6
• Logging and Monitoring - Security, Capacity, Downtime, Audit
• Capacity Mgmt. - Pre-emptive monitoring (via monitoring), planning and tracking of capacity upgrades as needed
• EOL/EOS Upgrades - Per group guidelines. Track upgrades and/or do risk assessment and deviation approval. For specific case of ITSM system also execute the upgrade.
• Housekeeping - scripted clean-ups and truncations of logs and temp files after necessary archives executed
• Backups - Required backup strategy per backup guidelines operationalized to central Backup Platform. Recurring scheduled backup validation activities scheduled and performed ongoing to ensure backups working per need.
• Work with system stakeholders to ensure proper classification of system criticality and ensure design and architecture can meet the assessed criticality needs:

• MAS 644 defined Critical system - Ensure DR setup and working and can achieve RTO within 4 hours, RPO within 2 hours and maximum unplanned downtime of not more than 4 hours per rolling 12 months;
• MAS 644 defined non-critical system - Ensure HA/DR per stakeholder requirement.
• Coordinate yearly system criticality re-assessment
• Co-ordinate BCM/DR related activity planning and execution
• Track IT related spend against budget. - ITSM
• IT Department OM update party and custodian
• IT Department SOP / SM tracking party to ensure updates done by respective sections
• Track compliance with the Bank's IT Security policies, applicable laws and statutory regulations. In particular:

• MAS notice 644
• MAS notice 655
• MAS Circulars
• MAS TRMG guidelines
• MAS Outsourcing guidelines
• Group IT Security Guidelines
• SG IT related guidelines and addendums
• Deviations
• EOL/EOS
• Co-ordination for IT Department ops and risk related recurring activities such as RCSA, BIA, Risk related indicators, interested party's declarations, mandatory training, compliance leave taking.
• Incident Response SOP owner and coordinator including owner to update into Ops Evo.
• Coordinator for ongoing initiative to transition to preventive focus to reducing unplanned downtime for both critical and non-critical systems.
• Coordinator and liaison point for Care line help desk outsourcing
• Convene CAB and Custodian of IT Department Incident, Problem, Change related processes and the ITSM platform as system owner.
• Review and Approve/Reject production change requests as part of CAB committee
• Cutover related planning and execution - ITSM
• Write Memos to authorize procurements - ITSM
• Write Memos to get deviation approvals where required - ITSM

Application and Systems Development / New Platform Acquisition

• Write and table committee papers as required to get new systems and/or platforms, or major refreshes approved. - ITSM
• Write Memos to authorize procurements - IT Governance and Service Continuity related.
• Write Memos to get deviation approvals where required - IT Governance and Service Continuity related.

Regulatory and Procedural Expertise

• Keep up to date and refreshed on required reading related to guiding how IT must be run in a regulated Financial institution. Minimum read list:

• MAS Technology Risk Management Guidelines (TRMG)
• MAS Notice 644 - Technology Risk Management.
• MAS Notice 655 - Cyber Hygiene
• MAS Outsourcing Guidelines
• RHB Group IT Security Guidelines and SG addendum/s
• SG Patching Guidelines
• SG Backup Guidelines
• SG Technology Department Operational Manual (OM)
• SG IT Standard Operational Procedures (SOP), and System Manuals (SM)
• SG Procurement Operational Manual (OM)

Other Responsibilities

• Participate in Monthly Technology Department meetings.
• Participate in regular Team meeting.
• Use Department issue and work tracking platform.
• Maintain and keep up to date team knowledge base and assist in updating team document assets such as system manual / standard operating procedures (SOP), and operations manuals

Qualifications

Formal Education:

• Bachelor's degree / Masters in relevant fields

Professional Accreditation:

• CMMI related certification
• ITIL related certifications

Preferred level of Experience (by years/function/industry):

• Minimum 10 years of experience in roles related to Incident, problem, change and service continuity working at an established financial services institution based out of Singapore or Malaysia.
• Experience managing vendors

Other skills required:

• Strong project management, communication and documentation skills, well organized, customer focus and reliable
• Experience with ITSM system
• Experience managing a helpdesk team
• Strong written skills and documentation writing
• Financial literacy
• Ability to manage outsourcing SLA and relationships
• Familiarity with AWS or other CSP cloud platforms.

Additional Information

RHB is a dynamic organization that promotes a work culture of high performance, where its biggest asset, the RHB-ians, are continuously developed & nurtured to their fullest potential through its robust talent management practices.

At RHB, we take PRIDE in our people and our teams. Great relationships built on trust, a 'leading it right' environment, challenging assignments and a culture of excellence are the pillars to the dynamic and diversified workplace we call home.