VP / AVP, IT Command Centre Manager, Investment & Trading Technology, Technology & Operations

  • Competitive
  • Singapore
  • Permanent, Full time
  • DBS Bank Limited
  • 25 May 19

VP / AVP, IT Command Centre Manager, Investment & Trading Technology, Technology & Operations

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose

The Risk and Vendor Management team is looking for an experienced IT Command Centre Manager to manage both IT Technology Command Centre and L1 Support teams. This Command Centre acts as the department's focal point for Incident and Problem Management. The team will also focus on the needs of the users and transform the overall user experience as well as IT incidents into joyful journeys.

The team actively monitors and manages the incidents and issues for the applications supported by the department. The IT Command Centre Manager works with application support teams to ensure high-level of application availability and performance by preventing incidents through proactive monitoring and incidents correlation. The scope covers Treasury and Market (and supporting units) technology systems.

Responsibilities

Transform User Experience on IT incidents into Joyful journeys

  • Serve as single contact point for users on IT incidents (24x7) and IT issues.
  • Gather and process relevant information at point of incident and perform quick assessment of the impact.
  • Provide timely and informative updates to management, stakeholders and users until incident closure.
  • Manage coordination with Problem Management, ITT Mgt, stakeholders and users. Ensure detailed documentations on all incidents, issues, controls and the responses.
  • Act as department focal point for Incident and Problem Management.
  • Understand and track outstanding actions for incidents escalated to Command Centre till closure. Follow up on improvement plans.
  • Provide monthly incidents/trends updates and management reports to stakeholders and users.
  • Drive regular meetings with Business Units and Support Units on IT incidents and IT problems.
  • Drive changes across department to improve on application availability and service targets.


Manage L1 Support

  • Supervise IT service support teams for 24x7 application support: manage a team (size of 12-16) to deliver Level 1 support for Treasury & Market businesses.
  • Ensure service levels are met, manage issues, review processes and continuous improvement with vendor.
  • Ensure full compliance to Bank's policies and standards.
  • Deliver development work on support initiatives.


Requirements

  • At least 12 years of IT experience.
  • Bachelor's Degree in Computer Science, Information Technology, related discipline or equivalent experience.
  • At least 6 years of experience in a leadership role with direct reports and people management responsibilities
  • Communication skills: strong presentation/ communication / facilitation skills (oral and written).
  • Intermediate understanding of IT system monitoring systems and event management processes to ensure command center teams are correlating data to useful information for decision making.
  • Understand business workflow cross functions and ability to understand impact of incidents on system or business.
  • Must possess decisive leadership, and the ability to exercise excellent judgment and decision-making skills in the heat of the moment.
  • Familiar with monitoring tools: TWS, Dynatrace, ELK
  • Familiar with incident mgt tools: Jira ServiceDesk, iChamp
Competencies

  • Strong communications skills; able to communicate with stakeholders, higher management, technical support units and users.
  • Strong analytical and problem solving skills. Able to perform deep-dive investigation on IT incidents and issues.
  • Excellent organizational, problem solving, interpersonal and operating skills to effectively drive performance metrics for the department.
  • Good written and communication skills.
  • Willing to learn and take new challenges with an open-mind.
  • Able to form good relationships, of pleasant and dynamic personality.
Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.