Bank Of America Assistant Vice President/ President Incident 

Singapore 

512922536

• Believes diversity makes us stronger so we can reflect, connect, and meet the diverse needs of our clients and employees around the world.
• Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
• Wants to be a great place for people to work and strives to create an environment where all employees can have the opportunity to achieve their goals.
• Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
• Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
• Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing, and giving them what they need to remain vibrant and vital.

Responsibilities

• Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization.
• Prior Triaging, Banking and payments related experience supporting multiple regions is a must.
• Role is to support payments application related to regional (APAC/EMEA/AMRS) or global business.
• The roles involve in managing End to End Triages with various business partners (Tech & Business) to recover the services on a timely basis. This may require the individual to do out of box thinking and go the extra mile to recover the issues in timely manner.
• Provide Periodic comms at the various stages of the triage to Senior Tech./Business Execs on a timely basis.
• Work collaboratively with other areas of the organization to continuously improve the management of IT Incidents and Problems
• Manage Problem investigations through to conclusion, ensuring that root cause is identified, documented, and resolved.
• Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization.
• Communicate effectively with management and stakeholder on the status and remediation of incidents.
• Manage known errors and ensure that operational workarounds are fully documented.
• Act as a Subject Matter Expert in Incident Management
• Close liaison with other corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics.
• Establish and implement effective analytical practices to provide critical MI and reports on operational performance.
• Production and publication of critical management information
• Drive change success-rates and ensure improving trend in change impact.
• Work to define, document, and implement operational standards, policies, and service levels.
• Participate in meetings with Senior Management and provide appropriate input and feedback.
• Record and update Risks and Issues in line with internal banking standards
• The successful candidate will need to come up to speed on several existing systems and processes quickly and to be able to identify gaps between their output and business requirements.
• Proactively track and report on activities and actions to ensure that work is prioritized, and any conflicts are forecasted.
• Increase personal knowledge and understanding of the technical and functional aspects of supported applications and processes by reviewing, creating, and maintaining documentation; performing related tasks; and interacting with peers and internal customers.

Required Skills

• Bachelor's degree (prefer IT/CS specialization) with min. 8+ years of relevant Experience of performing roles in Incident Management
• ITIL V3 Foundation Certification
• IT Support Background
• Service Support experience
• Familiar with supporting Desktop End User Services, Infrastructure, Banking Applications and Operations.
• Experience in developing documentation materials for processes.
• Integrates best practices with process design to ensure continuous process improvement.
• Excellent communication skills both verbal and written; must be able to appropriately convey ideas, concerns, and opinions across differing levels of management.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Must be pro-active, enthusiastic, flexible, results driven with attention to detail.
• A team player who must be able to work under pressure, juggle multiple priorities, using initiative to meet deadlines without close supervision.
• A disciplined thinker and capable of working across organizational boundaries in a very demanding, high output environment.
• A flexible, ‘hands-on’ ‘can do’ attitude.
• Partner with other regional teams and have clear understanding of incidents from other time zones as part of handover.
• Lead shift operations and ensure smooth handovers.
• Working on some weekends and bank holidays as part of a 5-day week shift pattern.

Desired Skills

• Experience of process design & process improvement tools
• Experience of SIX SIGMA / DMAIC phases
• Experience of working in a large enterprise IT organization
• Experience in the financial sector
• Knowledge of software development methodologies
• Exposure to Risk management standards and practices

Project management training/certification desired