Level 2 Incident Manager
Listed on 2026-10-16
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IT/Tech
Business Continuity, Change Management
The Global Incident Management (GIM) function is responsible for ensuring the effective management of business-impacting and high-risk production incidents across the Bank's technology landscape. Operating within a global 24x7 follow-the-sun support model, the team drives the rapid restoration of services, minimizing business disruption, regulatory exposure, financial loss, and reputational risk.
Position Overview Details of the Division and Team:The Global Incident Management (GIM) function is responsible for ensuring the effective management of business-impacting and high-risk production incidents across the Bank's technology landscape. Operating within a global 24x7 follow-the-sun support model, the team drives the rapid restoration of services, minimizing business disruption, regulatory exposure, financial loss, and reputational risk.
The Level 2 Incident Manager (AVP) provides operational leadership, governance oversight, and end-to-end coordination of critical incidents The successful candidate will play a key role in maintaining operational stability, driving service improvements, enhancing operational resilience, and supporting the strategic development of the Global Incident Management function
What we will offer you:- Flexible benefits plan including virtual doctor consultation services
- Comprehensive leave benefits
- Gender Neutral Parental Leave
- Hybrid working arrangement
- 25 days of annual paid leave, plus public holiday
- A culture of continuous learning to aid progression
Major Incident Management
- Lead and coordinate the resolution of Major Incidents (Priority Critical, P1, P2, and P3-Critical) to restore services as quickly as possible.
- Chair and manage major incident bridge calls, ensuring effective coordination across technology teams and stakeholders.
- Flexible for weekend coverage and occasional public holidays is required. The role may require early morning shift starts between 6:00 AM and 8:00 AM Singapore Time to support regional and global operational requirements.
- Drive technical teams toward timely resolution by establishing clear ownership, actions, and recovery plans.
- Ensure accurate documentation of major incidents, including timelines, decisions, actions, and communication records.
- Provide effective handover of incident information to Problem Management for root cause analysis and remediation activities.
- Provide regional operational leadership and oversight for the Incident Management function.
- Ensure effective shift handovers and operational continuity across APAC, EMEA, and AMER regions.
- Mentor and support junior Incident Managers and Incident Coordinators.
- Deliver timely, accurate, and business-focused communications to senior management, business stakeholders, and technology leadership.
- Facilitate executive updates during major incidents and ensure appropriate escalation to management where required.
- Translate technical issues into clear business impact assessments and recovery updates.
- Establish and maintain strong relationships across application support, infrastructure, cyber security, business, and control functions.
- Ensure adherence to Global Incident Management processes, policies, standards, and regulatory requirements.
- Identify and elevate operational risks, compliance concerns, and control weaknesses arising from incidents.
- Support internal and external audit activities by providing evidence, documentation, and process compliance reporting.
- Ensure regulatory reporting requirements and governance obligations are met within required timelines.
- Produce weekly, monthly, quarterly, and annual management reporting and KPI dashboards.
- Analyze incident trends and identify recurring service risks and improvement opportunities.
- Prepare management commentary and executive summaries for senior stakeholders.
- Maintain and ensure the accuracy of Incident Management dashboards and operational reporting tools.
- Drive continual service improvement initiatives based on incident trends, lessons learned, and quality reviews.
- Lead and support Incident Management Quality Assurance reviews and governance activities.
- Identify opportunities for process standardization, automation, and operational efficiency.
- Ensure action items from post-incident reviews are tracked and completed.
- Maintain and…
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