Incident Manager

3 days ago

Cyberjaya, Malaysia Royal Bank of Canada Full time

**Come Work with Us**

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

**Job Title**

Incident Manager

**What is the opportunity?**

RBC Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones. The country employs a Global Operating Model to maximize efficiencies across times zones and supports a 24/5 operational capability.

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.

You will be supporting APAC region with working hour starting at 7am or 10am including one working weekends. Flexibility is required to support business needs and other regions when the need arises.

**Working hours: Rotation in between 7am to 4pm and 10am to 7pm**

**Region: APAC**

**What will you do?**
- Providing effective support to Group Technology and Infrastructure, Technology & Operations and RBC lines of business.
- Manage restoration of compromised IT systems through real-time 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.
- Demonstrable experience of managing P1 and P2 major/critical incidents
- Team player with good listening and communication skills.
- Strong analytical and complex problem-solving skills with ability to work under pressure and to prioritize actions.
- Broad understanding of a variety of hardware, software and operational platforms: Mainframe, Windows Server, Networking equipment, proprietary and open source UNIX varieties, iSeries, HP Non Stop, Storage, Virtual, Cloud, Production Batch Cycles.
- Strong understanding of ITIL process concepts: Incident management, Problem Management, Change Management, Release Management.
- Demonstrated ability to lead and influence through expertise, relationship building, and value delivery.

**What do you need to succeed?**

**Must-have**
- A University Degree or Diploma in Information Technology or equivalent experience.
- Must have experience of handling end to end Major Incident for 5 years. A good knowledge of Problem Management will be an advantage.
- Competent in ITIL v3: Foundation, ITIL v3 Operational Support & Analysis and good knowledge of SRE foundation.
- A plus to have Technical Certification in an IT area.
- An ardent team player who is willing to learn new skills to perform the role effectively.

**Nice-to-have**
- Self motivated, with a professional attitude and presentation.
- Self starter, hands on, excellent work ethic.
- Good team player

**What’s in it for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including performance based bonuses, flexible benefits, and competitive compensation.
- Leaders who support your development through coaching and managing opportunities.
- A world-class training program in financial services.
- A collaborative dynamic culture where personal initiative and hard work are recognized and rewarded.

**Job Summary**
- Manage restoration of compromised IT systems through real-time command and control (C2).
- Point of contact for incident commun

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