Incident and Production Support Manager

Role: Incident and Production Support Manager

Job Title: Incident Management & Platform Support Manager (S3/S4)

Job Summary:

We are seeking an experienced Incident & Production Support Manager to join our Servicing & Business Enablement team. This role’s primary focus is on issue resolutions to deliver the optimal experience for our Partners and Clients. The role assumes full accountability to ensure day-to-day operational functionalities of our existing platform as well as our mission-critical new trading platform. He will also be spearheading as the primary contact point with our vendors as well as Group Technology teams to ensure proper end-to-end closure of issues, crisis management.

Key Responsibilities:

• First respondent for issues reported from our external and internal stakeholders.
• Proper management of multi-platform ticket support tools to ensure prompt and full resolution of issue tickets.
• Strict governance of internal and external vendors’ support team to achieve KPI & SLA established in terms of ticket closure
• Provide regular reporting post tight tracking of ticket resolution, SLA and ensure proper escalation matrix in place.

Requirements:

• 6-8 years of Incident Management / Production Support within Financial Institution / Finance Industry
• Independent and accountable for owning all issues and tickets reported – following up with stakeholders as well as relevant support teams to resolve upon full resolution.
• Basic familiarity of technical infrastructure as well as knowledge of investment, especially unit trusts (Mutual Funds) and securities (Equities) would be a bonus. 

If you are keen to explore the above role, please send across your updated resume to [email protected] and we can discuss to proceed further.

EA Personnel Registration Number: R1112410

Singapore Employment Agency Licence No: 11C3373