Satellite Command Center Lead
OCBC Bank
- Cyberjaya, Selangor
- Permanent
- Full-time
1) In charge of the STCC for on-site support teams and assume command and control of extended support teams in times of incidents.
2) Ensures checks on key system, monitoring & health indicators based on Standard Operating Procedures.
3) Proactively reviews business volumes and trends for abnormalities. Take early prevention actions to avoid service disruptions.
4) Major Incident Management
a) Digest, correlate and analyze information, events from multiple sources including monitoring events, users and alerts.
b) Assess impact of incidents and work out workarounds & contingencies.
c) Act as single point of command for STCC and work directly with O & T Technology Command Centre (TCC) namely Commanders to ensure events, incidents, and situations are handled and resolved promptly, and where necessary, escalate to and direct extended support teams.
d) Track progress and drive early service restoration.
e) Alert and update stakeholders timely, including senior management, on progress of incidents.
f) Track the service restoration progress and escalate to MY senior management to activate crisis management if there is a potential breach in SLA.
5) Identify gaps to monitoring and track to completion these gaps.
6) Identify areas of improvements in problem restoration.
7) Perform regular drills to improve on incident handling.QualificationsSkills Required:
1) Possess interpersonal and communications skills through written and oral communication required to effectively interface with senior management, support & recovery team and monitoring operators
2) Active listening skills, situational awareness and attention to details
3) Strong cognitive skills to handle the steep learning curve required in our complex environment
4) Strong analytical skills to process multiple channels of information and ability to make the correct judgment
5) Willing and able to work shift hours that include weekends.
6) Works well under pressure, ability to multi-task and adapt to changing circumstances
7) Works independently with minimal supervision
8) Self-motivated individual with positive attitude that can accept unforeseen challenges, crisis and sometime disruptions to work life and personal life as part of the role
9) Preferably with experience in major incident management, knowledge of banking services and ITIL trained.