It - L1 And Incident Management

Business Function

DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities:

- IT L1 Application 

• Collaborate with regional team, business unit, support unit and other related regular activity or adhoc request as L1 daily activity 
• Monitor L1 activity base on rundown document, guideline document from application support team 
• Do escalation to respective parties if any issue 

- IT Incident Management  

• Responsible for managing IT Incident Management and IT helpdesk daily operation 
• To ensure IT incident escalated properly and handled effectively according to DBS procedure and standard 
• To liaise and coordinate with related departments in order to identify incident impact assessment, recovery action, root cause analysis and permanent solution of an incident 
• To liaise and coordinate with regional Incident Management team and LOBT command center for regional support related incident 
• To ensure the incidents are logged into centralize repository and Incident related reporting is submitted accordingly and in timely manner 
• To ensure ticket handling performed by IT helpdesk is align with agreed SLA and IT ticket related reporting is submitted accordingly and in timely manner 

Requirement:

• University degree in the field of computer science and/or minimum 8 years experience in management team
• Experience in managing people management
• Familiarity with IT System
• Extensive experience with enterprise’s IT security in banking industry, especially related to access management area of focus
• Working experience with IDM process and IDM audits and assessments
• Familiarity with IT Banking SDLC
• Working technical knowledge of AIM, Cyber Ark and ADUC