Service Recovery Lead

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Michael Page Full time
  • Drive operational recovery in a leading financial institution
  • Lead strategic initiatives to resolve service issues and enhance client trust

About Our Client
Our client is a globally recognized financial institution with a strong presence across Asia and beyond. They are committed to delivering exceptional customer experiences and operational excellence through innovative solutions and a collaborative culture.

Job Description

  • Lead and coordinate service recovery efforts for technology-related incidents.
  • Manage service recovery processes for critical banking applications.
  • Lead and mentor L1 and L2 application support teams (40+ headcount).
  • Ensure timely resolution of incidents to minimize customer impact.
  • Collaborate with cross-functional teams to ensure effective resolution and clear communication.
  • Monitor and report on incident management performance metrics.
  • Develop and maintain service recovery plans and procedures.
  • Ensure compliance with company policies and industry standards.
  • Continuously improve service recovery processes to enhance efficiency and reliability.

The Successful Applicant
A Successful Service Recovery Lead Should Have

  • A relevant degree in Information Technology, Computer Science, or a related field.
  • Proven expertise in incident management within the technology domain.
  • 8+ years of experience in application support and service recovery roles, with a strong background in the financial services industry (e.g., banking, insurance).
  • Proven experience leading large L1 and L2 support teams (minimum 20+ headcounts)
  • Strong technical expertise in Mainframe OR AS400 systems
  • Excellent communication and stakeholder management skills

What's On Offer

  • Opportunity to lead high-impact service recovery initiatives in a global banking environment
  • Exposure to regional projects and collaboration with international teams
  • Career growth in a dynamic and innovative organization as part of a pioneer team
  • Employment Pass sponsorship available for the right candidate

If you are ready to take on the challenge as a Service Recovery Lead in the financial services industry, we encourage you to apply today

Contact: Marissa Nao
Quote job ref: JN

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