About the role
- Provide unified leadership and direction across ITSM, NOC, and Application Support (L1), ensuring one accountable chain of command for all operational incidents, including payment-system incidents.
- Design, implement, and continuously improve the 24x7 shift model for Application Support and NOC, including shift rosters, on-call arrangements, handover protocols, and cross-team coverage to guarantee no single point of failure in overnight coverage.
- Establish and enforce Operational Level Agreements (OLAs) with L2/L3 resolver (Application Development, Infrastructure, and external vendors) covering BaaS, mobile banking, internet banking, and payment applications, with defined response and escalation SLAs.
- Act as Incident Manager for Major Incidents: lead the response bridge, coordinate resolver teams and executive communications, and own the timeline of record.
- Ensure incidents meeting NBC TCRMG 2026 notification criteria are escalated to the CITO with complete supporting evidence.
- Run the problem management practice: recurring-incident trend analysis, known-error database, and permanent-fix tracking with Application Development and vendors.
- Mature the ITSM function: incident, request, change-support, and service-level management processes, supported by the Bank's ITSM tooling (e.g., ManageEngine system), with auditable ticket records.
- Oversee NOC event monitoring for nets, infrastructure, and critical application health, ensuring proactive detection of payment-system anomalies (e.g., transaction failure spikes, fraud-pattern alerts such as mass account creation) before customer impact.
- Define, measure, and report service KPIs monthly to the Head of IT Infrastructure and Operations _ system availability, MTTD/MTTR, SLA attainment, first-contact resolution, and repeat-incident rate.
- Ensure all service operation practices comply with NBC TCRMG 2026, and support obligations under CAFIU and ITIL where operational monitoring and incident evidence are required.
- Support internal audit, external audit, NBC inspections, and second-line IT Risk reviews with complete operational evidence (logs, tickets, incident reports, shift records).
- Maintain the test operational runbooks and participate in DR/BCP exercises for critical payment and digital banking systems.
- Build shift-resilience: cross-training between NOC and Application Support, documented runbooks enabling any qualified officer to execute L1 procedures, and succession depth for each team-lead role.
- Set performance objectives, conduct appraisals, and foster a culture of ownership, evidence-based reporting, and blameless post-incident learning.
Requirements
- Bachelor's degree in IT, Computer Science, or related field (Master's degree preferred).
- ITIL, COBIT, Certification or relevant banking system certifications are an advantage.
- Minimum 8–10 years of IT operations experience, including at least 4 years managing multi-team IT service operations in banking or financial services.
- Proven experience running a 24x7 support or NOC function, including shift design and major incident command for customer-facing digital banking or payment systems.
- Strong knowledge of ITIL 4 practices; ITIL Foundation certification required, ITIL Managing Professional or equivalent preferred.
- Demonstrated experience with regulatory technology requirements in banking; familiarity with NBC TCRMG (or equivalent regional regulator guidelines such as MAS TRM) strongly preferred.
- Hands-on experience with ITSM platforms (Jira Service Management, ManageEngine, or equivalent) and enterprise monitoring.
Required Skills
ITIL 4COBITBanking System CertificationsIT OperationsIT Service Operations Management24x7 Support ManagementNOC Function ManagementShift DesignMajor Incident CommandDigital Banking SystemsPayment SystemsITIL Foundation CertificationITIL Managing ProfessionalRegulatory Technology Requirements (Banking)NBC TCRMG GuidelinesMAS TRM GuidelinesJira Service ManagementManageEngineEnterprise MonitoringTeam Management
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