Job Description

Responsibilities: * Leads and drives the Level 2 production incident and problem management processes

• Maintain stakeholder relationships while responding to both critical and routine application support requests and coordinates with other support teams and product vendors as required
• Prioritise all incidents based on impact and urgency as well as assessing resources and capacity
• He/She will seek to understand the reported symptoms and the extent of the disruption and determine the level of urgency to apply to the resolution of the issue
• This initial triage will determine ticket priority criticality establish Service Level Agreement expectations for response resolution time and determine what processes and resources will be leveraged to resolve the issue
• Leads one or more Application support teams
• Chairs the incident and problem review meetings
• Be the key point of contact for coordination and communication for technology team
• Takes ownership and performs controlled resolution of incidents and problems working with Business Incident manager within defined SLAs
• Timely determine the severity impact of the incident and escalate communicate to stakeholders
• Work with technical teams to identify temporary workarounds and determine estimation time on resolution
• Work with technical teams to identify root cause and prepare technical incident report
• Attend post incident review meeting together with Business Incident Manager to report root cause and preventive measures taken to senior IT management and business management
• Track permanent resolution and create knowledge base for future reference
• Champion stability initiatives to enable application high availability for BAU which includes better monitoring failover and resiliency
• Contributes to and ensures adherence to Incident and Problem Management processes
• Supports and provides inputs to audit regulatory and compliance requirements
• Manages regular reporting and customer satisfaction initiatives to achieve suitable outcome for all stakeholders
• Must have 10-15 years working experience working in a banking or financial institute in a similar role

Ref: 1724122

Posted on: Oct 11, 2023

Experience level: Experienced Non-Manager

Contract Type: Fixed-term Contract

Location:

Singapore, 02, SG

Department: DevOps

Capgemini