AVP, Information and Communications Technology (ICT) Professionals

Roles & Responsibilities

Job Description

• Strong command and control for Incidents with clear accountability and focus towards the incident resolution during the complex issue scenarios.
• Manages technology incidents impacting UOB group businesses
• You will be working in the command center along with Service Operations and Service Recovery teams.
• Work with relevant business, operations & technology group / units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with UOB standards on Incident and Problem Management functions
• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Participation in all incident resolution calls to facilitate incident determination, recovery and resolution
• Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards
• Escalation of critical and unresolved Incidents to appropriate levels of management
• Ensure incident data is accurately captured and documented in the incident reporting tool.
• Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Problem Management : Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
• Management reporting
• Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable. Work towards effective use of these automated solutions with other tools and procedures within command center / datacenter, in order to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
• Work in co-operation with other Technology & Operations / Shared Infrastructure Services functions to help maintain an acceptable audit rating.
• KPI Metrics and Reporting : Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
• Ensure compliance to Group Technology & Operations Policies and Standards
• Performing 24 x 7 shift duty on rotation

Job Requirements

Tell employers what skills you have

Ticketing

Root Cause Analysis

Service Recovery

Logging

Compliance

Problem Management

Application Support

Accountability

Communication Skills

ITIL

Audit