job description
Join Alliance Bank as an Assistant Vice President (AVP) of Major Incident & Problem Management in the vibrant heart of Bali. This pivotal role is designed for a seasoned IT professional who thrives in high-pressure environments, ensuring the seamless operation of our digital banking infrastructure. You will lead a dedicated team in identifying, resolving, and preventing major incidents and systemic problems, safeguarding our reputation for reliability and customer trust.
Based in Kuta, Badung, you’ll work in a dynamic, collaborative setting where innovation meets stability. This position offers the unique opportunity to shape the future of incident management in a leading financial institution while enjoying the unparalleled work-life balance of Bali’s tropical paradise.
If you are a strategic thinker with a passion for IT service continuity and a track record of driving operational excellence, we invite you to apply and take the next step in your career with Alliance Bank.
Responsibility
- Lead the end-to-end Major Incident Management process, ensuring rapid identification, assessment, and resolution of critical IT incidents to minimize business impact.
- Develop and implement Problem Management frameworks to address root causes of recurring incidents, reducing future disruptions.
- Collaborate with cross-functional teams (IT Operations, Development, Security, and Business Units) to coordinate incident response and post-incident reviews.
- Establish and maintain SLA-compliant incident response procedures, including escalation paths and communication protocols for stakeholders.
- Drive continuous improvement by analyzing incident trends, identifying systemic risks, and recommending proactive measures.
- Oversee the documentation of incidents, problems, and resolutions in alignment with ITIL best practices.
- Mentor and lead a team of incident and problem management specialists, fostering a culture of accountability and excellence.
- Ensure compliance with regulatory requirements and internal policies related to incident reporting and resolution.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree or ITIL v4 certification is a plus.
- Minimum 8+ years of experience in IT Service Management, with at least 3 years in a leadership role focusing on Incident and Problem Management.
- Proven expertise in ITIL frameworks, particularly Incident, Problem, and Change Management processes.
- Strong technical background in banking/financial systems, cloud platforms, networking, and cybersecurity.
- Exceptional analytical, problem-solving, and decision-making skills under pressure.
- Excellent communication and stakeholder management abilities, with experience presenting to senior leadership.
- Familiarity with incident management tools (e.g., ServiceNow, Splunk, Jira) and monitoring systems.
- Ability to work in a fast-paced, 24/7 operational environment with on-call responsibilities as needed.