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Manager, Major Incident Management
2 weeks ago
Job Summary
RBC Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones.
As Manager, Major Incident Management (MIM), you will be responsible to restore any unplanned interruption or a reduction in the quality of an IT Service that has significant impact or demands urgency by the business/organization for service restoration.
- Providing effective support to Group Technology and Infrastructure, Technology & Operations and RBC lines of business.
- Manage restoration of compromised IT systems through realtime command and control (C2).
- Point of contact for incident communication and escalation. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solutions can be implemented.
- Work to triage, perform troubleshooting and incident response, communicate with SME technicians and track problems through to resolution.
- Investigate, track and document all issues and resolutions in detail to increase the knowledge base of the Global Operations Command Centre (GOCC) and is a record of the health of the system. RBC has a ServiceNow ticketing system that the GOCC Major Incident Manager is responsible for updating.
- Escalate the large or complex issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution as well as maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken and prepare post major incident resolution.
- Ensure to provide continual service improvement and build key relationships with stakeholders regionally and internationally
Job Skills
Business Continuity Disaster Recovery, Customer Service, Decision Making, Hardware Infrastructure, Interpersonal Relationships, IT Systems Management, Long Term Planning, Problem Solving, Service Request Management
Additional Job Details
Address:
PERSIARAN APEC:
CYBERJAYA
City:
Cyberjaya
Country:
Malaysia
Work hours/week:
40
Employment Type:
Full time
Platform:
Technology and Operations
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
Application Deadline:
Inclusion
and Equal Opportunity Employment
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We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work.
We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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