IT Incident Manager

Headquartered in Tokyo, Sumitomo Mitsui Banking Corporation (SMBC) is a leading global financial institution and a core member of Sumitomo Mitsui Financial Group (SMBC Group). Built upon our rich Japanese heritage since 1876, we put our customers first and provide seamless access to, from and within the Asia Pacific region.   SMBC is one of the largest Japanese banks by assets and maintain strong credit ratings across our global integrated network.  We work closely as one SMBC Group to offer personal, corporate and investment banking services to meet the needs of our customers.

With sustainability embedded within our strategy and operations, we are committed to creating a society in which today’s generation can enjoy economic prosperity and well-being, and pass it on to future generations.

SUMITOMO MITSUI BANKING CORPORATION MALAYSIA BERHAD - SMBC MY

Job Description:

• Lead the incident management lifecycle to ensure timely identification, documentation, and resolution of incidents across all severity levels.
• Coordinate communication and collaboration among service desk teams, IT experts, stakeholders, and the IT Incident recovery command centre.
• Maintain service continuity and ensures adherence to Service Level Agreements (SLAs).
• Oversees service desk operations and provides first-level end user support.
• Manages escalation procedures and uses tools like the ServiceNow ticket system to track incidents.
• Monitor incident trend, reporting and conduct root cause analysis.
• Support disaster recovery effort and enforces incident management policies.
• Drives continuous improvement to enhance IT service delivery.
• Reports to the IT Service Manager and collaborates closely with other IT support teams

Job Requirements

• Recogized university Degree in IT or equivalent.
• Minimum of 3-5 years of relevant experience.
• Familiar with ITIL framework, incident and problem management.
• Familiar with Service Management tool such as Service Now.
• Able to provide end user device support.
• Strong communication and coordination skills.