Ability to co-ordinate with regional team and report the status back to the senior management.
Manage incident, problem and issue pertaining to IT technology and co-ordinate activities with other technology team for incident assignment and resolution, identify root cause and corrective and improvement action, and track improvement action until closure in compliance with the bank standards.
Following defined incident and problem process and escalation when needed. Escalating issues in a timely and appropriate manner.
Identifying issues which need special attention and escalation to the management of these situations.
Maintain seamless coordination between multiple technical and functional teams with various skillsets across locations to establish and ensure seamless communication to ensure smooth running of operations.
Ability to communicate effectively throughout the incident management with management, technical support staff, and other technologies incident team to ensure meaningful status updates are delivered in a timely and accurate manner.
Meeting regularly with senior managers, stakeholders, project teams and leaders to understand requirements and to provide update on review status, make recommendations and resolve issues.
Ability to communicate well and manage highly stressful situations over the phone. Demonstrate proven leadership qualities removing any ambiguity as to who is coordinating the incident, problem resolution or project backlog.
Ability to coordinate and drive technical bridges during a major event and steering the support teams towards quick mitigation, work-around or resolution to limit the financial and reputational exposure.
Conduct periodic service review meeting to review initiatives, major projects, incident and ensure agreed Service Level Agreement (SLA) are met.
Will need to support after business hour.
At least 5-10 years of IT work experience in the area of infra development putting together and coordination with teams based onsite or remotely would be required.
Good experience in Incident Management, preferably in bank environment
Broad technical knowledge in IT Infrastructure. Working knowledge in infra projects, which comprise Linux, Windows, Frames, Middleware, Database, Network, Storage, FW, Technology and Application.
Broad technical knowledge in infrastructure technology & related solutions. (Network, Firewall, Citrix, Active Directory, Monitoring, Storage, Puppet, Graylog, Analysis, etc.)
Ability to work under pressure (especially during incident/crisis management). Adaptive to dynamic/volatile environment and know when/how to take control during a crisis
Experience in cloud-based technology and container-based platform would be advantageous
Experience in driving and coordinating end to end from planning, tracking and delivery on regional enterprise-wide Banking related technology projects such as Infra development, IT Infrastructure setup, Datacenter consolidations, Technology refresh, Hardware Migrations.
Experience in liaising with regional teams, infrastructure teams, users, vendors and other personnel for implementation of solutions.
Self-motivated, self-organizing and possess drive, ability to be hands-on, strong planning, organizational and time management skills.
Holding end-to-end responsibility of program management starting from Project kick-off to Go-live followed by warranty and support.
Managing overall weekly and monthly progress reports for ongoing projects.