Service Incident Manager (Shift Work)

Job Purpose

The Service Incident Manager is responsible for managing End-to-End incident handling, from activating incident response team following to process to communicating; managing every stakeholders and reporting.

Key Accountabilities (1)

• Collaborate with the appropriate departments to deeply understand the TCB eco-system, as a basis for the efficiency incident handling.

• Provide strategic leadership and meticulous oversight of the incident management process.

• Allocate resources, including personnel, tools, and infrastructure, to promptly address incidents and ensure effective resource utilization.

• Monitor the workload of the incident response team for smooth operations during the incident management process.

• Coordinate with related teams involved in incident response and delegate tasks to specific team members, including technical support teams, IT operations teams, and external vendors. They facilitate communication between stakeholders, provide regular updates on the status of incidents, and manage expectations regarding resolution timelines.

• Facilitate decision-making processes, guiding teams in identifying and implementing effective solutions to resolve incidents promptly.

• Lead the investigation of incidents to determine their root causes and underlying issues. They oversee the implementation of corrective and preventive measures to address root causes and prevent recurrence of incidents in the future.

• Drive efforts for ongoing improvement by conducting post-incident reviews and applying insights gained to enhance the effectiveness and efficiency of the incident management process. They analyze incident trends, identify areas for improvement, and implement changes to prevent similar incidents from occurring in the future.

• Ensure comprehensive documentation of incident details, response actions, and outcomes, recognizing their importance for analysis, compliance, and future improvement efforts.

• Report periodically to the Director of Infrastructure Services Excellent Center.

Key Accountabilities (2)

• Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in the incident management.

• Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.

Success Profile - Qualification and Experiences Qualifications

• A bachelor’s degree in computer science or a related field.

• Advanced certification such as ITIL, CISA, CISM, CIM is an advantage.

• A minimum of 5 years' experience as an IT Operations/DevOps,… or IT incident Manager is big plus.

• Technical expertise in Cloud, security, networking, database and systems is essential.

• Proficiency in project management and organizational skills for executing incident response plans.

• Leadership and teamwork capabilities are crucial for motivating and coordinating team members effectively.

• Analytical skills, critical thinking abilities, and stress management techniques are vital for evaluating situations, creating informed strategies, and navigating the pressures of incident management.

• Excellent communication and presentation skills are necessary for delivering clear and tailored messages to diverse audiences.

• English, according to TCB's regulations in each period.