AVP, Enterprise Incident & Problem Management, Technology Services, Technology & Operations

  • Competitive
  • Singapore
  • Permanent, Full time
  • DBS Bank Limited
  • 18 Oct 17 2017-10-18

See job description for details

Business Function

Group 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 Group 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.


  • Following defined incident and problem process and escalation when needed, as defined in the escalation matrix.
  • Notifying the participants in the Incident and Problem Management process when standards and procedures are not being followed
  • Rerouting misdirected incidents and problems that have not been handled in a timely manner.
  • Escalating issues in a timely and appropriate fashion
  • Identifying incidents and problems which need special attention or escalation
  • Identifying exceptions and deviations, as well as management of these situations
  • Notifying the participants in the process when standards and procedures are not being followed
  • Facilitating the resolution of issues with items not complying with the process
  • Overseeing creation and availability of process reports and 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
  • Card and key issuance management for secure room.

  • Minimum 2 years of experience in the Open System Administration with Incident Management skill.
  • Specialise in Computer Engineering and Open System Administration background from University, Polytechnic or ITE
  • Able to independently use suitable programming tools for automation and streamlining process.
  • Comfortable in using suitable visual tools to create presentation for enterprise and management level.
  • Ability to work under pressure (especially during incident/crisis management)
  • Adaptable to dynamic/volatile environment and know when/how to take control during a crisis.
  • Good communication skills (ability to communicate clearly with different levels of management/staff/regional countries)
  • Able to manage challenges independently and know when to raise to senior management
  • Ability to command and control diverse groups.
  • Supervise and manage a team of service providers to ensure delivery of quality infrastructure services by engaged vendors to the Bank.
  • Work effectively and closely with vendor Delivery Managers and technical support staff, regulators, other IT groups such as infrastructure & applications, architecture & engineering, GPS, Finance, internal and external auditors.
  • Ability to work closely with various line of business technologies from junior to management level.

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