APAC Regional Service Manager #103204

  • Competitive
  • Singapore
  • Permanent, Full time
  • Credit Suisse Asia
  • 17 Oct 17 2017-10-17

APAC Regional Service Manager #103204

We Offer
Job Description:

  • Schedule, Plan and Execute major infrastructure events such as QMW and DR Tests region-wide in APAC, for production stability and regulatory compliance. This includes, but not limited to, verifying and mitigating conflicts on Major Event Calendar, gathering POCs from each and every CTO Technology team, host weekly infrastructure coordination calls, confirm list of applications to be tested, manage event runbook, rectify past issues and anticipate potential problems, prepare list of infrastructure components, prepare and setup i2MS and cutover tools, ensure impacted teams/users are sufficiently notified, raise RFCs and hold walkthroughs on runbook and coordination tools with Points of Contacts (POC)
  • Lead initiatives to drive continuous service improvements in major event management by exchanging standard methodologies with other regions and combining multiple events to gain efficiencies, this will include bringing to bear on new technology tools, both built internally as well as vendor provided solutions
  • Familiarity with various tools such as i2MS and SNOW for major event coordination (raise issues to relevant teams to resolve hardware/software problems quickly), both in terms of utilization as well as providing instructions on tool navigation
  • Act as single point of contact representing all of GCTO infrastructure teams, to Service Continuity team, Business Continuity Management and Change Management
  • Collaborate with various infrastructure teams such as Compute, Storage, Database, Web, Low Latency, Networks, Market Data, Data Center Operations teams for weekly Infrastructure Change Advisory Board meetings on activities such as patches and maintenance to respective technology components, in order to ensure integrity of the production environment
Day to day:
  • Involvement in continuous service improvement projects such as coordination of permanent fix to an issue found in previous Major Events, liaising with tool owners to extend functionality of a tool to streamline manual processes, or experimenting with tool prototypes to evaluate feasibility of long term utilization
  • Ad hoc requests for infrastructure related information and Major Event processes clarification
  • Ensure DR guides are reviewed and updated for all the applications hosted in APAC
  • Host and attend planning/coordination calls with HDCS teams in preparation for Major Events
  • Chair and minute the daily scrum meetings
  • Follow up with ICAB activity owners to ensure that impact lists are complete, impacted teams/users are notified and maintenance activities have been tested in UAT before being brought to production
  • Consolidate HDCS Start of Day rotation schedule and assign duty managers


You Offer
  • You have at least 5 years meaningful experience handling multiple teams in the areas service delivery/ management or IT infrastructure management or equivalent, preferably in a financial institution
  • You possess good interpersonal skills across multiple teams - able to interpret, understand and negotiate different viewpoints from infrastructure and application teams
  • You show good project management skills, being able to capture, distill, track and report on technical, operations, and compliance related tasks necessary for the success of various projects
  • You have the ability to organize and chair meetings effectively - audience usually extends to a dozen or more teams
  • You are competent with Microsoft Office, including Project and Visio; Expert in Microsoft Excel
  • You quickly learn new tools used for leading major events & Familiarity with enterprise infrastructure landscape is a plus
  • You're a University Graduate with a technical degree