Responsible for business/technology knowledge to rapidly execute the Incident Management process for all Major incidents in order to mitigate impact and reduce the Mean Time to Restore Service (MTRS). This includes:Primary Responsibilities• Lead Priority 1 incidents which can vary significantly in complexity and duration. • Attending morning and evening turnover calls with counter parts on opposite shift.• Review open incident tickets, validating and updating incident data points, and transfer to Business Aligned (BA) who review, complete and close the tickets.• Participation in side projects such as process improvement initiatives, creating and updating documents, user acceptance testing etc. Secondary Responsibilities• Complete incident updates and validation, entering progress details in the incident tracking system.• Join chat and call of other running incidents, providing peer support as needed and facilitating self-education.• Maintain constant communication with Work Load Coordinator (WLC) on Incident progress and completion in order to track their daily schedule and availability for next incident assignment.• Proactively engage BAs for consultative purposes, utilizing them as subject matter experts and for clarifying impacts.

Job DescriptionResponsible for execution of Incident Management process across TIS (Technology Infrastructure Support), chair Incident Management bridge calls, classify incidents on the basis of severity, coordinate and manage incidents in their entire life-cycle. To create Incident Recovery Book for MAS (Monetary Authority of Singapore) critical applications. The IRB framework is designed with an objective to set a standard across all apps and business lines, meant to be simple and easy to refer when needed by all parties, whether application, infrastructure, CSMs, incident managers, management, problem managers etc. The key purpose of the project includes:• Determination of MAS Critical Applications• A Single document with Application, Infrastructure details.• A formulated analysis to address various types of contingency scenarios.• Establish the Change Management process for MAS Critical Applications• Establish the annual Re-certification of MAS Critical Applications

Profile SummaryWorking at DBS (Vendor: IBM) as an Incident Manager I’m responsible for execution of Incident Management process across various business lines, chair Incident Management bridge calls, classify incidents on the basis of severity, coordinate and manage incidents in their entire life-cycle, set incident priorities and choose appropriate escalation procedures and perform various post incident management activities.Job Description• Ensure that the goals of the Incident Management process are achieved; restore normal service as soon as possible based on customer perspective and within defined SLA; detect, log, categorize and prioritize incidents.• Assist in determining the priority of incidents.• Responsible for the management and communication of High impacting incidents (SL1, 2 & 3) and other incidents with potential impact to the business based on the priority.• Attend, lead and manage incident management bridges/conferences developing actions plans and coordinating incident restoration activities by calling upon internally aligned groups where appropriate.• Provide timely status update communications to stakeholders in accordance with process and procedures.• Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels.• Perform technical and hierarchical escalation of incidents as required in accordance with escalation management process and act as the escalation point for all high priority incidents.• Track different channels of escalation such as team mailbox, group chat and ticket queues.• Produce and validate Executive Summaries for all priority 1, 2 & 3 Incidents meeting quality standards and deadlines.

• Responsible for the operating efficiency and effectiveness of the problem management process for APAC regions• Prioritize and classify the problems as per business impacts.• Validate Regulatory, external client and financial impacts. • Provide management summary on critical impacts and problems.• Conduct Root Cause Analysis and Post Mortems for all problems and Critical Incidents to identify cause and assign remediation actions. Ensuring resolutions are implemented using appropriate supporting control processes (Change, Release and Deployment Management).• Chair weekly problem review on Problems and Remediation actions meetings. Prioritize and track remediation actions to closure. • Ensure high level of data quality for effective trending, reporting and governance. Perform trend analysis and to executive leadership, functional teams and other stakeholders.• Maintaining and reporting statistics regarding problem resolution and impact to management. Contribute effectively to Continual Service Improvement.• Serve as a point of contact for Subject Matters Experts (SME’s) assigned to problem investigation and ensure that all SME’s follow the problem management process defined by the organization• Involved in maintaining information about Known Errors and Workarounds.• Review the efficiency and effectiveness of proactive problem management activities. To provide management level information, this is used as the basis of SLA review components.