AVP/VP, Problem Management Specialist, SRE & Governance, Group Technology

Job description

Business Function Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Responsibilities Lead the rapid recovery of high-priority incidents, minimizing business impact and ensuring timely restoration of banking services. Drive the Problem Management lifecycle, conducting thorough root-cause analysis (RCA) and implementing preventive measures to eliminate recurring issues. Oversee Event Management processes, optimizing monitoring systems and alert thresholds to proactively detect and resolve anomalies before they impact services. Collaborate closely with cross-functional technology teams, application owners, and business stakeholders to maintain service stability and reliability. Define, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational metrics. Facilitate post-incident reviews and prepare comprehensive technical reports and action plans for senior leadership. Identify and implement opportunities for automation and continuous process improvement within the service delivery framework. Requirements Degree in Computer Science, Information Technology, or a related field. Proven experience in IT Service Management (ITSM), with a strong focus on Incident, Problem, and Event Management within a complex technology environment. Deep understanding of ITIL frameworks, with relevant ITIL certifications being highly advantageous. Hands-on experience with ITSM platforms (such as ServiceNow) and enterprise monitoring tools (such as Splunk, AppDynamics, or Geneos). Strong analytical, troubleshooting, and decision-making skills, with the ability to manage critical situations under pressure. Excellent communication and stakeholder management skills, with the ability to present complex technical information clearly to diverse audiences. Ability to work effectively in a fast-paced, collaborative, and 24/7 operational environment. Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements. Location: DBS Asia Hub Job: Technology Schedule: Regular Employee Status: Full time