Incident and Problem Manager

BCS is NETS’ wholly owned subsidiary, and is an entity within the NETS Group. It manages and operates clearing and payment infrastructure for the Singapore Automated Clearing House, including Fast And Secure Transfers (FAST), Inter-bank GIRO (IBG), Cheque Truncation System (CTS), and provides services for PayNow and SGQR Central Repository.

Position Overview

The role primarily manage all major technology incident that has a severe business impact to BCS customers, driving resolution and ensuring key stake holders are updated timely. He/she will run post incident review under problem management process to determine root cause, lesson learned and driving closure of corrective and preventive actions. 

The Enterprise Service & Support Department ensures BCS ITIL processes are operationally relevant and optimized with sufficient controls, providing IT teams a framework to operate and deliver IT services to our customers.

Key Responsibilities

Incident Management:

• Drive of all major incidents to resolutions as quickly as possible
• Provide coordination across all support teams to ensure timely resolution of incidents
• Escalate all process breakdown related cases causing either a delay in resolution or an actual Service Level Agreement (SLA) breach
• Participate in regular incident meetings to review open incidents and drive timely closure
• Prepare periodic service reports for stakeholders
• Perform analysis to identify incident trends
• Review incidents to ensure that they documented correctly as the per the Incident Management process
• Track and report all Incident Management related KPIs
• Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans.

Problem Management:

• Run RCA meetings to identify root cause, lesson learnt, and preventive actions.  
• Track follow up actions ensuring timely closure of problem tickets.
• Perform analysis to identify and register problem tickets
• Gatekeeper of all known errors
• Track and report all Problem Management related KPIs.

Requiements

• Minimum 5 years of working experience in incident and problem management in a large organisation
• Good understanding of digital payments landscape is a plus
• Good functional and technical understanding of technology infrastructure components
• Strong communication skills and able to articulate complex matters in concise manner
• Good inter-personal skills with the ability to manage customers well
• Strong analytical skills and able to deal with complex technical and process subject matters
• Self-motivated and able to work independently
• Ability to multitask in fast paced environments utilizing different tools. 
• Experience executing on processes in scope of ITIL framework. 
• Bachelor's or Master's degree in computer science or equivalent. 
• Possess ITIL certification

Banking Computer Services  (Singapore) Pte Ltd.