Monitor and keep track of IT related issues incidences (Incident Management) and problems (Problem Management).
Conduct proper follow up of issues, incidences and problems to ensure timely resolution.
Conduct root cause analysis, implement controls to ensure root causes have been mitigated or eradicated altogether.
Escalation of incidences to the stakeholders according to the nature of its criticality.
Prepare management reports on Issues, Incidents and Problems; weekly progress report as well as analysis of Incident Reports; work with GITR on matters such as System & Service Availability.
Ensure that IS- CPM processes are properly managed, implemented and maintained as part of Production Management and Continuous Improvement.
Facilitator for the Incident Review meetings.
Manage vendors (where necessary).
Ensure compliance with Bank Negara Malaysia's RMiT 10.32 requirement, which mandates that cumulative unplanned downtime must not exceed four hours on a rolling 12-month basis, and individual incidents must be resolved within 120 minutes.
Monitor and respond to BNM updates and regulatory expectations, ensuring timely implementation of corrective actions and alignment with technology risk management policies
