Position Summary:

The ITSM team ensures BCS ITIL processes are operationally relevant and optimized with sufficient controls, providing Technology Teams with a framework to operate and deliver IT services to our customers. The Incident Manager role primarily manages all technology incidents that have a severe business impact on BCS customers, driving resolution and ensuring key stakeholders (internal and external) are updated timely. The position will support post incident reviews to determine root cause and document all the lessons learnt, making sure that they are not repeated.

Key Responsibilities:

Incident Management: 
•    Lead the end-to-end process of managing incidents, ensuring incidents are addressed promptly and escalated appropriately.
•    Coordinate technical teams, vendors, and stakeholders to ensure swift resolution.•    Serve as the single point of communication and decision-making during incidents.
•    Manage communication across different levels of the organization, from technical teams to executive leadership.
•    Perform analysis to identify incident trends.
•    Review incidents to ensure that they are documented correctly as per the Incident Management process.
•    Track and report all Incident Management in accordance to KPIs.
•    Perform post incident review for incidents to capture lessons learned and ensure closure of improvement plans.
•    Work with internal key stakeholders to prepare MAS incident reports for RI/PNI incidents. 
•    Drive performance improvement efforts based on incident analysis and data.
 

Requirements:

•    Minimum 5-6 years of working experience managing incidents in a financial institution or a regulated environment.
•    ITIL v3/v4 Foundation Certification preferred.
•    Certifications in relevant technologies (e.g., AWS, Azure, Cisco) are a plus.•    Strong communication and writing skills and able to articulate complex matters in a concise manner.
•    Possess a good understanding of MAS Technology Risk Management Guidelines (TRMG).
•    Fundamental knowledge of IT infrastructure components, including servers, networking, databases, and cloud services.
•    Proven record in driving complex root cause analysis and incident resolution in multi-vendor and multi-platform environments.
•    Familiarity with monitoring and alerting tools (e.g. ELK or SolarWinds) is an advantage.
•    Self-motivated and able to work independently.