Lead Mgr,Proc Assur'e&Improv (Problem Manager, APAC) Lead Mgr,Proc Assur'e&Improv (Problem Manager,  …

BNY Mellon
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
BNY Mellon
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Lead Mgr,Proc Assur'e&Improv (Problem Manager, APAC)
Enterprise Service Management is actively seeking a Problem Manager. Enterprise Service Management is responsible for proactive governance, control and continuous improvement of the Production Services Operating model, underlying IT operational processes and supporting tools to ensure optimal and effective service delivery, production stability and regulatory compliance. The Problem Manager will be responsible to lead the investigation of problems through root cause analysis or through proactive trend analysis and monitoring, manage the lifecycle of a problem, collaborate with production stakeholders for completion of tasks and for overall governance of the problem management process.

Key Responsibilities
  • Ensure that the Problem Management operating model, processes, tools and reporting are aligned to the strategic goals of the firm
  • Provide direction and support across LOBs with root cause analysis (RCA) analysis and workarounds
  • Perform strategy planning, execution and delivery of processes, systems and tools for LOBs to successfully plan and resolve incidents
  • Define models/workflows with detailed steps on handling problem tickets in an efficient and effective manner
  • Support any regulatory requirements involving Problem Management
  • Ensure that standard problem management process, tools and documentation are defined and made available
  • Ensure that processes, roles, responsibilities, and other supporting documentation are regularly reviewed, updated if necessary, and audited to ensure relevance
  • Collaborate with the Continual Service Improvement Manager to identify, review, and prioritize service improvements in the Continual Service Improvement
  • Feed requirements into IT operations tooling with regards to infrastructure metrics, thresholds and app monitoring requirements that can lead to incidents
  • Organize and execute trainings, as needed.

  • Knowledge of the ITIL Framework is required; a V3 certification is preferred
  • Production Support, Problem management and Incident management experience preferred
  • Extensive customer service and client interaction skills
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues
  • Ability to work independently and very self-motivated.
  • Strong written and verbal communication skills
  • Experience developing relationships and collaborating with IT, business, and vendor stakeholders
  • Bachelor degree or equivalent experience. 10 + years of technology experience preferred
  • Experience in the securities or financial services industry is a plus
  • Experience supporting regulatory requirements is a plus.

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Singapore-Singapore-Singapore
Job: Information Technology
Internal Jobcode: 60279
Organization: Technology Services Group-HR06725
Requisition Number: 1904239