The Mission:
In the fast-paced world of Fintech, stability is our reputation. We are seeking a seasoned Incident Commander to safeguard our financial services. Your role is to be the steady hand during service disruptions and the lead investigator ensuring those disruptions never happen twice. Working within the ITIL framework, you will collaborate with cross-functional teams to mitigate service disruptions and maintain high availability for our customers.
Key Responsibilities:
- Incident Leadership: Act as the primary lead for service recovery, managing the end-to-end lifecycle to ensure restoration within target SLAs.
- Stakeholder Coordination: Serve as the central point of contact between internal IT teams, external vendors, and business stakeholders.
- Clear Communication: Translate complex technical issues into professional, human-readable status updates for executive leadership and external partners.
- Root Cause Analysis (RCA): Lead post-incident reviews to identify underlying issues and document findings, and compose detailed incident reports.
- Proactive Problem Management: Analyze incident trends to eliminate technical debt. Follow up on Action Items from RCAs to ensure long-term system stability.
- Operational Excellence: Develop technical recovery playbooks and SOPs to ensure the team operates with precision and consistency.
Requirements & Prerequisites:
- Experience: 15years in Incident/Problem Management, IT Ops, or L2/L3 Service Desk.
- Technical Foundation: A Bachelor's degree in Computer Science or IT. You should be conversant in Cloud, APIs, and Databases to lead technical discussions effectively.
- Framework Knowledge: Proficiency in ITSM tools and a solid grasp of ITIL frameworks. Ability to learn independently and thrive with minimal supervision.
- Communication: Strong command of both Thai and English (written and verbal).
- Resilience: The ability to remain calm and decisive under high-pressure, time-sensitive situations. Demonstrate a strong sense of urgency and ownership in driving incident resolution, ensuring minimal impact on business operations and customers.
- Soft Skills: High resilience under pressure, a strong sense of urgency, and a can-do attitude in a 360-degree feedback environment. Strong analytical and critical thinking skills to navigate complex technical issues.
- Bonus: Background in Banking/Fintech or a frequent user of the TrueMoney app.
***Please note this role adopts a rotation ON-CALL support during non-business hours and weekends.***
