Senior Incident Management

To ensure and improve service quality, improve processes, tools, and people to optimize the operation of the bank's IT system. Responsible for receiving feedback from customers and internal users about the status of IT services in the banking system, thereby providing timely warnings about incidents to relevant stakeholders. To shorten the time for troubleshooting, restoring services, and minimizing possible adverse impacts on the bank's operations, thereby ensuring the services provided always operate stably and achieve the highest efficiency.

• Conduct root cause meetings and co-ordinate with service owners for all the resolved incidents
• Classify, identify level of priority
• To automate the workflow, increase Self Service options and reduce the requests from users
• To follow up and ensure all critical tasks, root cause is determined timely
• To prepare reports weekly monthly reports and whenever requested by management