DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).
Responsibilities:
- To supervise BAU and ad-hoc activities related to incident management and helpdesk function
- To manage daily incident and coordinate with the respective support and related parties in investigation, impact assessment, recovery action, root cause analysis and permanent solution of an incident
- To monitor and track incidents managed by incident management and to ensure that incidents information are collected properly for reference
- To handle and manage incidents effetively based on the agreed runbook and ensuring no delays in the overall process.
- To liaise and coordinate with regional incident management team and LOBT command center for regional support related incident
- To ensure system alerts received by both incident management and helpdesk team are escalated properly and in a timely manner
- To prepare any monthly or regular reports for monitoring, health check and regular review
- To prepare data request for internal or external purposes including audit, regulator request, etc.
- To ensure all helpdesk daily administration are running properly and to ensure BAU alignment with incident management team
- To ensure helpdesk services level is met and proper reminder is triggered out for any tickets in pipeline
Requirements
- University degree in the field of computer science and/or 2 years experience in management team
- Experience in managing people management
- Familiarity with IT System
- Extensive experience with enterprise’s IT security in banking industry, especially related to access management area of focus
- Working experience with IDM process and IDM audits and assessments
- Familiarity with IT Banking SDLC
- Working technical knowledge of AIM, Cyber Ark and ADUC
DBS Bank