Senior Incident Manager

Senior Incident Manager

RHB Bank Berhad
4-14 years
Not Specified

Job Description

Primary Objective:
  • Provide proactive Regional IT Services Management to ensure quality SLA delivery and timely resolution.
  • Manage day to day Incident & Problem operations of the ITSM services to ensure all production Incident are manage as per agreed SLAs as well as to support all new Service Level Agreement for new systems roll out.
  • Manage and monitor performance, drive efficiency and effectiveness of Incident Management Committee (IMC) by providing Problem Analysis, Trending and Problem Resolution.
  • Develop procedure for incident triage and management, metric and measure creation, Management and administration of monitoring tools.
  • Monitor system and services for most efficient operation, identify faults conditions as well as opportunities for further optimization.
  • Identify and lead the implementation of creative process and technology solutions.
  • Identify and recommends opportunity for ‘clean-state’ process improvement with regards to Incident/Problem Management, fault monitoring, critical procedure and issue escalation.
  • Oversea the timely execution of scheduled and repeatable process such as periodic system validation, daily triage, system monitoring and event log management.
  • Define, Review and enhance ITIL Process by adopting ITIL best practice with objective to put in place an effective and cost efficient Service Management setup.
  • Define, establish and review Service Management strategies to provide effective Regional Service Management services by meeting / exceeding SLA targets to achieve full customer satisfaction at all times.
  • Assist Head ITSM in maintain ITIL, ISO/IEC 20000 Certification for Group Technology Services.
  • Assist Head ITSM to define, review and enhance IT support processes by adopting ITIL best practices with objective to put in place an effective and cost efficient Regional Service Management setup to ensure quality, timely and cost efficient delivery of SLA to customers
  • Define, establish and review Incident & Problem Management strategies to provide effective ITSM services to meet agreed SLA.

Key Responsibilities:
  • Management of IT relates incident restore normal service operation as quickly as possible to minimize the impact to business operations.
  • Provide 24x7 on call support to business units, senior management and Management teams for critical Incident/problem as define in Service Level Agreement.
  • Recommend and enhance new Incident & Problem Management process and problem solving methodology in terms of efficiency, cost effectiveness and time savings.
  • Manage & work with architecture, development and application team to identify root cause for recurring incident and create action plan for resolution.
  • Provide first line investigation and diagnosis of all Incidents and service request
  • Keep users informed about their incident status as agreed intervals
  • Manage and conduct SWAT for Key Incident within Group Technology supported services covering applications, systems and Infrastructure.
  • Conduct post mortem reviews to obtain root cause of problem and avoid recurrence.
  • Assist Head ITSM to ensure quality, timely and cost efficient delivery of SLA by assessing, reviewing and improving Service Management services related to CARELINE
  • Administer Incident & Problem Management Committee and coordinating of all the activities required to perform, monitor and reports.
  • Analyze Incident and problem ticket associate incident and with other records (i.e. Incident, change, Problems, Knowledge articles, Known Errors etc)
  • Ensuring problems are managed and proper actions taken, effective resolution, solid preventive measures and timely closure of problems.
  • Perform Trending Analysis for problem tickets to identified problematic systems for improvement.
  • Logging incident /Service request, allocating categorization and periodization for reporting to management & Group Risk.
  • Maintain escalation and contact list for mission critical system and services.
  • Oversee all IT incidents and problems to ensure owners provide effective resolution, preventive measures and closures to avoid breach of SLA.
  • Perform periodically review for effectiveness and efficiency of the Incident & Problem management process for continuous improvement.
  • Track outstanding activities identified in post mortem report to closure.
  • Manage and conduct ITIL process KPIs review and yearly GTS ITIL certifications with SIRIM.


  • Diploma
  • ITIL V3 Foundation Certified

Min 8 years working experience in IT and banking
  • Capable of leading projects
  • Ability to engage at senior / C-level
  • Strong in negotiation, problem solving, time management and decision making
  • Certified ITIL Foundation
  • Strong understanding of processes and Incident & Problem Management
  • Microsoft Office
  • Good Interpersonal Skills
  • Good Communication Skills

Job Details

Employment Types:




Our Strategy Statement: RHB Banking Group is a multinational regional financial services provider that is committed to delivering complete solutions to customers through differentiated segment offerings and an ecosystem that supports simple, fast and seamless customer experiences, underpinned by a cohesive and inspired workforce, and relationships built with stakeholders.

Ranked among the top banks in Malaysia and with a significant presence in ASEAN, RHB has strong market leadership in Malaysia across targeted products and segments. With more than 14,000 employees Group-wide, RHB’s presence spans 9 countries in the ASEAN region.

RHB Banking Group is a fully integrated financial services group in Malaysia. The Group’s core businesses are structured into business pillars, namely Group Retail Banking, Asset Management, Group Business & Transaction Banking, Group Wholesale Banking, RHB Singapore, Group Shariah Business, Group International Business and Insurance.

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Industries : Banking/Accounting/Financial Services

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