Incident Manager - Leading Investment Bank - Hong Kong

My client, a global investment bank, is actively seeking a experienced Incident Manager to join their prime finance technology team in Hong Kong. This role primarily focuses on incident management with a secondary emphasis on application support. You will collaborate closely with regional and global teams from various areas including business, product, project management, and technology. Additionally, the candidate will be responsible for actively participating in projects related to core production management work streams, such as stability programs, automation, and application resilience.

As an Incident Manager, you will play a critical role in ensuring the timely and effective resolution of incidents that impact their prime finance operations. You will be responsible for coordinating incident response efforts, managing communication channels, and driving the incident management process. The ideal candidate will have a strong background in incident management within the financial services industry, excellent analytical and problem-solving skills, and the ability to thrive in a fast-paced and dynamic environment.

The role:

• Serve as the primary point of contact for all incident-related issues, coordinating and facilitating communication between various stakeholders, including technology teams, business units, and senior management.
• Take the lead in managing major incidents and facilitate bridge calls, both technical and non-technical.
• Coordinate with teams involved in incident investigations and ensure internal communication is effectively managed.
• Generate and oversee post-incident reviews to identify lessons learned and areas for improvement.
• Chair incident and problem review meetings, assigning action tasks to address and resolve problems.
• Collaborate with development, infrastructure, DBA, and other teams on incidents and problems whenever possible.
• Work closely with application support teams to enhance incident management processes.
• Build strong relationships with key stakeholders and the global Global Prime Finance team.
• Engage actively with stakeholders, including trading desk heads and technology managers.
• Foster a collective and collaborative approach to addressing issues and problems across global counterparts.
• Coordinate and participate in annual disaster recovery (DR) drills.
• Operate within a "follow the sun" model to ensure timely issue resolution globally.
• Drive platform improvement initiatives related to monitoring, stability, resiliency, and capacity for Global Prime Finance systems in the APAC region.
• Establish and maintain an operational environment for front office business applications, ensuring stability and smooth operations.
• Take ownership of release management, ensuring proper understanding and scheduling of changes in the production environment.
• Conduct morning and weekend checks, collaborating with global teams to ensure system readiness at the start of each day and week.
• Utilize and continuously improve the main monitoring tool for effective system monitoring.

What you offer:

• 4+ years of relevant experience
• Basic knowledge of the IT (databases, hardware, applications, operating systems, firewalls etc)
• Demonstrable strong working knowledge of ITIL Service Management framework.
• Excellent interpersonal skills.
• Experience using tools: ServiceNow and Jira.
• Self-sufficient drive and ability to work round blockers in a sustainable manner.
• Good prioritization skills, with the ability to work in a fast paced environment.
• Excellent interpersonal and communication skills and excellent problem solving abilities.
• Prior experience in a Client Services / Production management’s role.
• Good time management and ability to prioritize work.
• Working knowledge of UNIX, Linux operating system.
• Proficient in SQL and Shell scripting.
• Experience with Perl/Shell scripting, Excel and VBA
• Experience with managing platforms in Linux and Windows environment.
• Experience with monitoring tools Autosys, ITRS Geneos and Dynatrace.

The sell:

• Opportunity to join a reputable investment bank with a history of stability and career growth
• Competitive remuneration
• Prime office location

If this is opportunity is of interest to you, kindly send your CV (word format) to jobs@nlsearch.asia