KEY RESPONSIBILITIES
- 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
EXPERIENCE/KNOWLEDGE REQUIRED
- Microsoft Office
- Windows
- ITIL
- COBIT
- Leadership skills.
- Communication skills.
- Planning and organizing.
- People management, delegation and coaching.
- Relationship building skills.
- Ability to effect change.
- In managing incidents and problems as well as involvement in the continuous improvement cycle
- Incident handling / Decision Making / Analytical Thinking
- Systems documentation and result compilation
- Possess strong understanding of banking knowledge.
- Knowledge of financial industry compliance, risk and regulatory requirements.
- 5 years in Incident Management
