Incident Management (Team Head / Lead)

Company Profile
MIZUHO BANK LTD IS THE BANKING SUBSIDIARY OF MIZUHO FINANCIAL GROUP OF JAPAN, ONE OF THE WORLD'S LARGEST FINANCIAL SERVICE PROVIDERS.

IN 1974, ONE OF MIZUHO'S LEGACY BANK COMMENCED ITS BRANCH OPERATION IN SINGAPORE AND FOR OVER 40 YEARS, WE HAVE A PRESENCE IN SINGAPORE. MIZUHO BANK SINGAPORE BRANCH HOLDS A FULL BANK LICENSE AND PROVIDES BANKING SERVICES TO MORE THAN 2,000 JAPANESE AND NON-JAPANESE CUSTOMERS, OPERATING WITH STAFF STRENGTH OF MORE THAN 700 IN SINGAPORE. ITS PRINCIPAL BUSINESS ENCOMPASSES CORPORATE FINANCE, TRADE FINANCE, CASH MANAGEMENT, FUNDS TRANSFERS, PROJECT FINANCE AND TREASURY. IT ALSO COLLABORATES WITH ITS AFFILIATE COMPANY, MIZUHO SECURITIES, TO PROVIDE INVESTMENT BANKING SOLUTIONS TO ITS CUSTOMERS.

AS AN IT INCIDENT MANAGEMENT SPECIALIST, YOU WILL BE RESPONSIBLE FOR ENSURING THE TIMELY RESOLUTION OF IT INCIDENTS REPORTED BY USERS OR DETECTED THROUGH MONITORING SYSTEMS. YOU WILL PLAY A CRITICAL ROLE IN MINIMIZING THE IMPACT OF INCIDENTS ON BUSINESS OPERATIONS AND MAINTAINING HIGH LEVELS OF SERVICE AVAILABILITY.

Job Responsibilities
Key Responsibilities: Serve as the primary point of contact for all IT incidents reported by users or detected through monitoring systems. Investigate and analyze incidents to determine their root cause and impact of business operations Prioritize and coordinate the resolution of incidents with relevant IT teams, ensuring minimal disruption to services Develop and maintain incident management processes and procedures to streamline incident resolution and improve service reliability Communicate effectively with stakeholders, providing regular updates on the status of incidents and resolution efforts. Identify trends and recurring issues, and collaborate with other IT teams to implement preventive measures Conduct post-incident reviews to identify areas for improvement and implement corrective actions Maintain accurate records of all IT incidents, including details of the incident, actions taken, and resolution status Participate in on-call rotations to provide 24/7 incident response support

Job Requirements
Qualifications:

• Bachelor's degree in computer science, information technology, or related field
• Proven experience in IT incident management or a similar role, preferably in a fast-paced IT environment
• In-depth knowledge of ITIL incident management principles and best practices
• Strong problem-solving and analytical skills, with the ability to quickly diagnose and resolve complex IT issues
• Excellent communication skills, with the ability to convey technical information to both technical and non-technical audiences
• Ability to thrive under pressure and prioritize tasks effectively in a high-pressure IT environment
• Familiarity with incident management tools and systems
• ITIL foundation certification is highly desirable
• Japanese language is preferred so that the incumbent can liaise with senior stakeholder sitting in the Head Office Japan

Location: Singapore, SG

Posted Date: 10/17/2024