We are seeking a talented ITSM Coordinator to join our dynamic Capital Market IT (CMI) department!
“Run the bank” is the first mission of IT department. It involves many front-line IT professionals who understand the nature of business operations, timing of activities & data flowing through internal and external systems. They are continuously working with business users, infrastructure engineer and system managers.
The candidate will join the Singapore Capital Market ‘Run Control Tower’ team in charge of defining, controlling and spreading Best Practices for Run/Support teams working on application for capital market and ensure to create and manage controls for the RUN Teams.
This role is the GATEKEEPER for Production Stability and Quality as well as Support Practices across Capital Markets IT Globally.
Capital Markets IT involves technology solutions and systems used in financial markets for trading, investment, and related activities. This includes electronic trading platforms, risk management systems, market risk, counterparty risk, algorithmic trading, data analytics, and Regulatory measures. The use of advanced technologies like API’s, artificial intelligence and cloud solutions are also becoming increasingly prevalent in capital markets to enhance efficiency and decision-making processes. 

Main Responsibilities

The candidate will be under the responsibility of the Run Control Tower in ISAP for Capital Markets IT.
Candidate is expected to be a source of proposals and execution for improving the Run/ITSM practices of the support teams and quality management. The candidate is not expected to perform IT support activities, but he/she should have or should be able to acquire sufficient knowledge to fully understand the operational problems of IT support.

Streamlining ITSM processes (Incident Management, Request Management, Problem Management, Change Management..) and practices across all teams
Drafting & Reinforcing Best Practices to teams globally. Ensure the practices are Properly documented in knowledge base, shared and applied consistently across teams globally
Drive and Animate Run Governance meetings with Purpose & Impact
Creating, Analyzing & Reporting KPI’s on Production Quality and other Run Metrics
Production monitoring and improvement for all Capital Markets IT support teams
Development and monitoring of internal team tools (specially for Reporting)
In charge of coordinating Major Incidents/Crisis impacting several teams
Monitoring and Coordinating business continuity plan (BCP) by:
Ø      Being the Disaster Manager for CMI (DR contact) 
Ø      Coordinate and participate in DRP’s 3-4 times a year 
Change Management:
Ø      Lead Change management in production by organizing CAB meetings
Ø      Management of emergency changes

Ø      Reporting of Changes for all teams

Ø      Improving the processes to ensure deliveries don’t lead to incidents

Knowledge management by managing the repository of our Confluence-based documentation
Monitoring the quality of production by:
Ø      Data quality management of activities (incidents, requests, problems, changes)

Ø      Reporting on support activities

Ø      The presentation of this data at different management levels

Responsible for continuous improvement, he/she is responsible for:
Ø      Definition of maturity matrices on production activity

Ø      Assessment of how operational teams operate

Monitoring of cross-functional projects impacting support activities - he/she is required to coordinate cross-functional projects: organizational and technical
 

Degree and above in relevant discipline