Vice President, APAC Major Incident Manager, Chief Technology Organization

The employer is from Finance sector. End to end ownership of the Major Incident with the aim to minimize the time to restore. Coordination of all support team involved in the troubleshooting with the possibility to involve other support groups. Ensure a systematic process is followed for all Major Incidents from opening to closure. Assess Incident complexity and decide to right priority and liaise with the management team to manage communication with and escalation to Executive management Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies. Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT) Activate and manage the Incident WAR Room. Able to manage complex incident with high pressure. Self-motive and able to activate required support group within organization and vendors. Clear Understanding on ITIL principles. Solid understanding of Incident Management process. Ability to understand KPIs, SLAs and its importance to customer’s business. Ability to maintain clear and focused thinking under stressful/high pressure situations. Ability to translate technical information into business/layperson language. Ability to grasp and assess business impact by clear and thorough probing of stakeholders. Ability to derive streams and actions based on the inputs provided by the support teams. Strong verbal, written communication skills. Good at formulating clear communications and keeping Stakeholders updated throughout the life cycle of an Incident. Displays Command and Control while chairing Incident bridge calls. Ability to retain control of any situation and lead the support teams through it. Ensuring that all support teams adhere to the incident management process on every incident. Ability to lead and drive Critical & Major Incidents to closure liaising with multiple vendors if necessary. Ability to make decisions based on business needs and explain the reasoning/judgment behind the decisions. Ability to instil confidence that the situation is being managed and will be resolved. Experience of having worked on Service Management Tools (Ex., BMC Remedy / PAPA, etc.)