AVP, Service Delivery Engineer (Incident & Problem Management) AVP, Service Delivery Engineer (Incident & Problem  …

DBS Bank Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
DBS Bank Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
AVP, Service Delivery Engineer (Incident & Problem Management)
Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.


  • Co-ordinate the incidents meeting and work with all related parties to provide recovery actions and plans
  • Following defined incident and problem escalation path when needed, as defined in the escalation policy
  • Notifying the participants in the Incident and Problem Management process when standards and procedures are not being followed
  • Escalating issues in a timely and appropriate fashion
  • Identifying incidents and problems which need special attention or escalation
  • Overseeing creation and availability of process reports, analyzing reports
  • Overseeing completeness and integrity of information collected to conduct daily operations
  • Establishing measurements and targets to improve process effectiveness and efficiency
  • Acting as an escalation focal point for all roles involved in the process
  • Lead the problem management process to perform the incident root cause analysis (RCA)
  • Ensure the preventive actions are implemented
  • Governance of the Regional Team to deliver their services


  • Degree in Information Technology or equivalent (minimum GCSE with at least 10 years of practical working experience)
  • Extensive working experience in Incident Problem area (at least 5 years or above), preferably familiar with banking environment
  • ITIL Foundations certification
  • Good IT technology knowledge
  • Strong analytical and problem-solving skills
  • Written/verbal communications skills in English and Cantonese

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.