Incident & Service Reliability Manager

Job Title : Incident & Service Reliability Manager

Position type : Full time

Place of work : Bangkok, Sathorn district

Salary : Negotiable

Working conditions : Working conditions are normal for an office environment.

Department/Function : IT Service Delivery & CMC

Reporting to Title : Head of IT Service Delivery & CMC

The company:

BRED IT (Thailand) Ltd.is a wholly owned subsidiary of the French bank BRED Banque Populaire based out of Pari

s.
BRED IT was established in 2008 to become an IT hub and deliver IT operations and support for BRED Group Commercial Banks in South East Asia and Pacific Ocean are

as.
Today, it supports Banque Franco Lao in Laos, BRED Bank Cambodia, BRED Bank Vanuatu, BRED Bank Solomon Islands, BRED Bank Fiji and Banque pour le commerce et l'industrie – Mer Rouge (BCIMR) in Djibouti (Afri

ca).
BRED IT provides end to end Infrastructure and Applications management around Core Banking, Internet Banking and E-Paym

ents.
BRED IT has also operated an offshore development center (specialized in Cobol & Java) for Paris headquarters since

2011.
We are a unique company, thanks to our identity and our history: We place our expertise at the service of BRED Group and develop our activities with an entrepreneurial structure. By putting BRED group best interests first, it allows us to deliver tailor-made solutions with high value

-added.
Role P

urpose: As Major Incident & Service Reliability Manager, you are the central point of leadership during critical incidents and a key driver of service performance and availability across BRED IT's international pe

rimeter.Y

• ou will:Lead major incidents end‑to‑end, from impact assessment to resolution and commun
• ication.Coordinate cross‑functional technical teams, ensuring efficient investigations and sustainabl
• e fixes.Drive continuous improvement, strengthening processes, monitoring, and overall service reli
• ability.Act as a clear, trusted communicator, providing timely, structured updates to management and international business stake

holders.
Main Responsib

ilities: 1. Incident M

• anagementLead and coordinate the response to major incidents across all supported
• entities.Clarify business impact and criticality with all relevant parties (business, IT,
• vendors).Define and organize workstreams to structure the incident resolution (roles, tasks, ti
• melines).Ensure complete and accurate incident records (incident details, impact, timeline,
• actions).Produce and coordinate Root Cause Analysis (RCA) and follow‑up actions with releva
• nt teams.Clarify ticket ownership when responsibilities are unclear betwe
• en teams.Summarize key facts in the Incident Report (IR) and pre‑fill require
• d fields.Measure and monitor ticket quality and ti
• meliness.Take ownership of communication during major incidents, providing concise, regular, and transparent updates to all stakeholders (management, banks, internal I
• T teams).Work closely with the Control and Monitoring Center (24/7) to continuously improve incident response and commu
• nication.Define, maintain, and publish KPIs on incident response, resolution times, and reporting
• quality.Report on major incident management in monthly reports and quality committees with t

he banks.2. Problem M

• anagementEnsure that, for every major incident, corresponding problems are raised to address roo
• t causes.Follow up on problems with the relevant teams until permanent fixes are imp
• lemented.Track and report to management on problem creation, status, and re
• solution.Promote a no recurrence mindset, focusing on structural improvements rather than wor

karounds.3. Monitoring & Observability M

• anagementEnsure that all critical services (infrastructure and applications) are properly m
• onitored.In collaboration with business and technical teams, design and improve alerts (e.g. Zabbix, Sp
• lunk) to:Detect inciden
• ts early.Provide meaningful information (business impact, procedures, esc
• alation).Maintain and improve monitoring processes and procedures, ensuring alignment with best p
• ractices.Act as a key stakeholder in shaping the overall observability strategy (metrics, logs, alerts, das

hboards).4. Governance, Controls &

• ReportingAnswer to controls and audits related to CMC activities (internal, external, reg
• ulatory).Produce clear, data‑driven reports on incident and problem manage
• ment for:Internal IT m
• anagementBRED SA and internatio
• nal banksContribute to quality committees, service reviews, and continuous improvement w

orkshops.5. Business Continuity & DR (Disaster

• Recovery)Contribute to the planning, organization, coordination, and reporting of DR test ac
• tivities.Provide feedback from incidents and problems to improve DR scenarios, plans, and pr

ocedures.
Candidate

profile: You are a hands‑on leader with strong IT operations experience, excellent coordination and communication skills, and a passion for service re

liability.Core Skills & Co

• mpetenciesExcellent incident leadership: can manage complex, high‑pressure IT incidents with calm and
• structure.Strong problem‑solving and analytical skills; able to quickly understand technical issues and busine
• ss impact.Excellent coordination skills for multi‑team technical inves
• tigations.Strong judgment and decision‑making, with a clear sense of priority an
• d urgency.High level of initiative, ownership, and reliability; proactive in preventing issues, not only reactin
• g to them.Ability to work autonomously and take decisions within the scope of
• the role.Solid understanding of IT governance and operations (ITIL or similar fr
• ameworks).Strong technical acumen: good understanding of IT systems and operations and willingness to continuously learn new tec
• hnologies.Good business acumen: understands the impact of incidents on costs, customer experience, and productio
• n targets.Fast learner, self‑driven, highly motivated, with a strong can‑do
• attitude.Excellent organizational skills, rigor, and attention
• to detail.Proactive, reactive, and disciplined, with a strong sense o
• f service.Demonstrated team spirit and ability to build strong relationships with technical and busin
• ess teams.Proven leadership skills, especially in cross‑functional and international

contexts.Nice to have / Optional

• skills : Knowledge of network
• concepts.Experience with virtualization tec
• hnologies.Familiarity with Linux operatin
• g systems.Exposure to container platforms (e.g. Docker, Kubernetes, O
• penShift).Understanding of Microsoft technologies (Windows Server, Active Directo

ry, etc.)

• .
  EducationMinimum Bachelor's Degree in Computer Science/Engineering or equivalent

experience.
Lan

• guage skillsEnglish Full Professional Proficiency (be able to work with BRED SA and BRED internati