Incident Management Lead

Job Summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd
• Banking/Accounting/Financial Services • IT/Computers - Software
Other - Malaysia
Years of Experience
9 - 14 years
• IT • Banking, Insurance & Financial Services
Posted On
8th May 2019
ITIL,Incident Management

Job Description:

Role : Incident Manager lead

Location: KL Malaysia

Experience: 12 -17 years

Process re-engineering

Define & Implement the Senior Management Board & Crisis Management Board Protocols

Simplify escalation and invocation processes and align to the Communications Plan

Define & Implement Communications Brief and Templates

Deliver capability on the EB Platform supporting spectrum of IT invocations including cyber


Implement Crisis Management Framework across T&I

Define a crisis exercise training schedule across T&I MT, Supporting Management and Operational teams facilitating response during significant cyber events

Leading the development of Cyber crisis management playbooks, run books and plans to ensure effective response during a significant event.

Leading the development and execution of regular crisis management exercises to include full simulations and table tops across GE business lines to drive continuous improvement and education.

Invocation & Escalation Management

Lead Crisis Management invocation & response as required

Interrogate atmospheric changes across the bank’s operations

Own the T&I Crisis Management plan

Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible

Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues

Identifies persistent or recurring problems and recommends creative solutions

Develops procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools

Ensures timely execution of scheduled and repeatable processes such as critical incident notifications and event alerts.

Monitors incoming case queue for severity one cases and acts appropriately to restore service as quickly as possible with cross-functionality collaboration efforts.

Recommends opportunities for process improvement

Qualifications / Experience/Skills :

8+ years of exposure in IT

Extensive knowledge of IT Service Operations

Banking operations knowledge preferred

Qualified ITIL Foundation Version 3

Experience in managing critical and high impact situations related to technology failure

Experience analyzing hardware and software problems and making a diagnosis quickly

High degree of logical, analytical, & communication skills

English to an excellent standard – both written & oral

Strong ethics, loyalty and understanding of inclusiveness

Ability to deliver consistent results under pressure

Metrics Driven

Proven ability to multitask

Demonstrated conflict resolution skills


About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.