Job Description

Key Responsibilities

Planning

• Plan, review and govern change windows across all IT systems and services, balancing business availability with delivery demand.
• Act as the single point of contact and gatekeeper for all IT change requests, from intake through post-implementation review.

Business Performance and Management

• Manage the end-to-end change pipeline to ensure full compliance with the Bank's change management framework and regulatory expectations.
• Lead the assessment, approval and execution of urgent and emergency changes, ensuring risk is properly evaluated and documented.
• Serve as the primary liaison for IT incidents, coordinating response across technical teams, business users and management.

Collaboration with the Team

• Partner with IT support teams to strengthen the quality, accuracy and timeliness of change submissions through coaching and constructive challenge.
• Build and sustain strong working relationships across all IT support functions to enable effective, low-friction delivery.

Regulatory Compliance

• Uphold the IT Change Process at all times, ensuring audit-ready documentation and traceability.
• Ensure incident escalation and follow-up are executed in line with established SOPs and agreed governance standards.

Major Incident and Problem Management

• Drive major incident recovery, ensuring assigned issues and incidents are addressed promptly and within agreed SLAs.
• Act as the escalation point for delays, complications and cross-team dependencies during Major Incidents and Problems.
• Provide on-call standby coverage for after-hours and weekends.
• Drive problem analysis through to conclusion, determining root cause for critical, high-impact and recurring incidents, and ensuring corrective actions are closed out.

Requirements

• Qualifications Minimum a University Degree in IT, Computer Science or a related discipline. Candidates holding a Diploma with more than 10 years of relevant experience will also be considered.
• Professional Qualification / Regulatory or Licensing Requirements Industry-recognised certifications in IT Service Management or change practice (e.g. ITIL) will be an added advantage.
• 3–5 years' experience in application support, IT service management or project management. Proven ability to communicate effectively across multiple parties, including internal IT support teams, operations users, business stakeholders and senior management. Strong service delivery and coordination capability, with a demonstrated ability to manage multiple tasks and issues concurrently in a fast-paced environment.

General Competencies and Skills

• Detail-oriented, with a strong stakeholder and end-user focus.
• Able to deliver the full scope of work independently with limited guidance, while managing multiple concurrent initiatives.
• Proactive and composed under pressure, with strong problem-solving skills and a positive, solutions-focused mindset.
• Strong verbal and written communication skills, including the ability to convey technical matters clearly to non-technical audiences.
• Effective interpersonal and stakeholder management skills at mid-management level.
• Takes full ownership and accountability for outcomes.
• Demonstrates a "hands-on", "can-do" and "get-things-done" attitude — self-reliant, supportive of others, and willing to escalate or seek help when appropriate.
• Proven track record of delivering quality outcomes on time while handling multiple parallel workstreams.
• Strong sense of ownership over scope, with high commitment to driving planned work through to completion.
• Collaborates effectively with parties at all levels, both within and beyond the immediate team.
• Proficient in MS Excel, PowerPoint and MS Project.

Technical / Functional Skills

• Strong understanding of IT Service Management standards, including incidents, problem and change processes.
• Strong working knowledge of banking applications is preferred, with a sound understanding of inter-application dependencies and downstream impact.
• Strong capability in managing incidents and emergency situations, with the judgement to make sound decisions under time pressure.

With operations that span 15 different markets across the region, the opportunity to expand your experience, test your capabilities, and exhibit your resilience is ample. #teamCIMB is always keen to welcome the ones who are ready to make that very special difference – for themselves and the bank.