Incident Management Manager Incident Management Manager …

Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Global Business Services Sdn Bhd
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Incident Management Manager
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities
  • Owner of the Incident and Inc. Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • Develop and support strong working relationships between the project team and key stakeholder(s) to ensure all key objectives, dates, risks and issues are well understood and proactively managed.
  • Produce all engagement management documentation and reporting with quality and on time.
  • Plan, schedule, budget, monitor, evaluate and direct projects to ensure a complete business solution is successfully delivered within the agreed engagement parameters.
  • Able to adapt and prioritise effectively by understanding scheduling impacts.
  • Manage all risks and issue and communicate all mitigation and contingency plans to engagement teams and stakeholders.
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Adept in Post-Incident Report, Managed Services SLA Reporting and Project Report Generation and Presentation with clients.
  • Adhere to Support Policies and Procedures, meeting service level agreements.
  • Maintaining a professional image and approach with customers and internally through strong written and verbal communication and presentation.
  • Manage customer expectations and ensure scope of work is maintained.
  • Driving the team to achieve organization goals.
  • Ensure KPI's are met asper the organizational standards
  • Maintain overall ownership of user's issue and service, ensuring that they received resolution with a reasonable time frame.
  • Be more proactive & liaise with various domains to ensure SD gets advance information on the various initiatives/ rollouts planned.
  • Maintain the operational issues.
  • Will be point of contact for major incident management calls and give periodic updates to management and team.

Apply now to join the Bank for those with big career ambitions.