Senior Incident Manager, Service Operations

Senior Incident Manager, Service Operations

Senior Incident Manager, Service Operations role at Standard Chartered. This description summarizes responsibilities, qualifications, and related information.

Responsibilities

• Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support.
• Collaborate with technical teams and form action plans for incident recovery with specific actions, owners and deadlines and ensure these are completed.
• Lead and direct all activities during a major incident, maintain a sense of urgency to ensure swift and effective restoration.
• Host conference calls to facilitate effective management of a major incident throughout its lifecycle.
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.
• Build a strong collaborative relationship with the various support teams and understand various applications and technologies.
• Liaise with Crisis Management for incidents impacting Critical business applications or Core infrastructure services.
• Identify process optimization opportunities and contribute to the implementation of proposed solutions.
• Document troubleshooting activities and resolution progress and status in the ServiceNow ITSM portal, to provide an accurate timeline. Ensure proper documentation of any changes implemented as part of incident resolution.
• Display exemplary conduct and live by the Group’s Values and Code of Conduct, embedding the highest standards of ethics, and effectively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Establish and maintain communication channels with stakeholders, including Senior Management, Application Support teams, Country Technology Managers, Crisis Management, Group Resilience, Business Operations, Problem Management, Change Management, Disaster Recovery.
• Embed Group brand and values in the workplace and perform other responsibilities as assigned under Group, Country, Business or Functional policies and procedures.

Qualifications

Our Ideal Candidates Should Have

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Location : Kuala Lumpur, Malaysia. This role was posted 2 weeks ago.

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