Job Description - AVP, Incident & Problem Management (2300005J)Discover the GREAT in your career.As a LIFE company, our customers are at the heart of all that we do. Being one of Asia's leading insurers for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust isIntegrity ,Initiative , andInvolvement– from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.If you are looking to grow in an exciting career filled with opportunities and potential, we are seeking a professional to join our team asAVP, Incident & Problem Management (IT Service Management) . In this role, you will:Provide leadership to the Incident Management and Problem Management capability of Great Eastern, ensuring rapid response to unplanned IT events or service interruptions.Lead the problem management capability to identify root causes and preventive measures.Functionally support the 24x7 Command Center for monitoring the availability and proper function of IT services.The Role:Manage all aspects of incident and problem management, including day-to-day operations, tools, manpower, and financials.Lead the continuous refinement and improvement of monitoring tools and processes.Provide leadership in the event of a major incident by ensuring correct activation of support resources.Standby support after office hours for incident response.Own key performance indicators for incident and problem management.Provide team leadership, covering training, development needs, appraisals, and performance management.Maintain awareness of industry trends on regulatory compliance and emerging threats.Highlight potential concerns/risks and share best risk management practices.Other responsibilities as required.The Person:A Bachelor's degree or Professional Degree in Computer Science / IT or equivalent.At least 8 years of relevant experience in monitoring IT services and managing IT incidents.Excellent troubleshooting skills with an understanding of system architecture and technology.Experience working with multiple teams for incident recovery.Strong planning and organizational skills.Familiarity with monitoring tools such as Dynatrace, ELK, CA UIM, Solarwinds is an advantage.Self-driven with strong leadership skills.Strong communication skills and ability to manage conflicts.Good analytical skills and a creative approach to problem-solving.Team player who can lead brainstorming sessions.Understanding of risk management techniques.Experience working with both internal and external teams.Understanding of Software Development Lifecycle and Project Management is beneficial.Ability to understand business processes and financial functions is a plus.High level of integrity and accountability.Initiative to improve current processes and adaptability to change.Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive fair consideration for employment.Entity:Great Eastern Life MalaysiaEmployment Type:PermanentAbout Great EasternFounded in 1908, Great Eastern is a market leader in Singapore and Malaysia, providing insurance solutions through various distribution channels. Great Eastern is a subsidiary of OCBC, one of the world's most highly-rated banks.#J-18808-Ljbffr