Manager, Major Incident Management - Cyberjaya, Malaysia - 0000055801 RBC Shared Services Malaysia Sdn. Bhd.

Description

Description

Providing effective support to Group Technology and Infrastructure, Technology & Operations and RBC lines of business.

Manage restoration of compromised IT systems through real-time command and control (C2).

Point of contact for incident communication and escalation. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solutions can be implemented.

Work to triage, perform troubleshooting and incident response, communicate with SME technicians and track problems through to resolution.

Investigate, track and document all issues and resolutions in detail to increase the knowledge base of the Global Operations Command Centre (GOCC) and is a record of the health of the system. RBC has a ServiceNow ticketing system that the GOCC Major Incident Manager is responsible for updating.

Escalate the large or complex issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution as well as maintaining ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken and prepare post major incident resolution.

Ensure to provide continual service improvement and build key relationships with stakeholders regionally and internationally

Job Skills Business Continuity Disaster Recovery, Customer Service, Decision Making, Hardware Infrastructure, Interpersonal Relationships, IT Systems Management, Long Term Planning, Problem Solving, Service Request Management Additional Job Details

Address:

PERSIARAN APEC:CYBERJAYA

City:

Cyberjaya

Country:

Malaysia

Work hours/week:

40

Employment Type:

Full time

Platform:

Technology and Operations

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

I nclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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