- Liaise with technology management as focal point for all high priority & major incidents reported and acquire a good situational understanding of the status event including causes, recovery actions, impact and chronology.
Actively manage resolver groups by driving them to employ a logical and methodical process to breakdown and isolate causes and recovery steps. Work with them to ensure steps are valid and follow a logical sequence.
Drive group chats and bridge calls to ensure momentum of diagnosis and recovery.
Provide support to, and participate in change control and problem management process.
Send out executive alerts/communication mailers/status meetings. Focal point for incident status communication.
Providing on-call / off-shift incident management support for critical issues affecting, or potentially affecting the production environment. As required by rotation and short notice if circumstances require including overnight and weekends.
Mandatory support for quarterly DR events.
Chair review calls with support and technology management.
Ensure escalations get appropriate level of focus from technical team tech management, relationship managers, and business continuity.
Excellent verbal and written communication skills with the ability to communicate to associates within all levels of the organization.
Ability to remain calm and confident in a rapidly changing environment and set priorities accordingly.
Handle conflict situations and make quick decision while driving incidents.
Confident dealing with staff at all levels and providing direction and instruction.
Negotiation skills for de-conflicting issues, priorities with different support groups, overcoming obstacles.
Proactive self-starter able to use and work on own initiative and good time management skills.
Ability to multitask effectively under pressure.
Self-driven and capable to operate in a fast pacing environment.
Desired Knowledge, Experience, Training
10 or more years of experience in a similar capacity in a large scale international financial services organization (banking brokerage industry experience is preferred) with hands-on experience working with multiple teams remotely in different locations
Technical expertise in payment (such as SSAA, Swift) or custody applications is mandatory
Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking)
Job holder should ideally have experience of managing and supporting incidents with multiple support staff engaged.
Bachelor's degree in computer science or an engineering discipline
Accreditation in ITIL Foundations is a must.
BNY Mellon is an Equal Employment Opportunity Employer.
Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.
Primary Location: Singapore-Singapore-Singapore
Job: Information Technology
Internal Jobcode: 60170
Organization: Technology Production Services-HR17024
Requisition Number: 2005562