Analyst, IT Service Management Operations
Asia-Pacific Corporate Function Coordination Department - Regional IT Operations
Company Profile MIZUHO BANK LTD IS THE BANKING SUBSIDIARY OF MIZUHO FINANCIAL GROUP OF JAPAN, ONE OF THE WORLD'S LARGEST FINANCIAL SERVICE PROVIDERS. IN 1974, ONE OF MIZUHO'S LEGACY BANK COMMENCED ITS BRANCH OPERATION IN SINGAPORE AND FOR OVER 50 YEARS, WE HAVE A PRESENCE IN SINGAPORE.MIZUHO BANK SINGAPORE BRANCH HOLDS A FULL BANK LICENSE AND PROVIDES BANKING SERVICES TO MORE THAN 2,000 JAPANESE AND NON-JAPANES
Company Profile MIZUHO BANK LTD IS THE BANKING SUBSIDIARY OF MIZUHO FINANCIAL GROUP OF JAPAN, ONE OF THE WORLD'S LARGEST FINANCIAL SERVICE PROVIDERS. IN 1974, ONE OF MIZUHO'S LEGACY BANK COMMENCED ITS BRANCH OPERATION IN SINGAPORE AND FOR OVER 50 YEARS, WE HAVE A PRESENCE IN SINGAPORE.MIZUHO BANK SINGAPORE BRANCH HOLDS A FULL BANK LICENSE AND PROVIDES BANKING SERVICES TO MORE THAN 2,000 JAPANESE AND NON-JAPANESE CUSTOMERS, OPERATING WITH STAFF STRENGTH OF MORE THAN 1,000. ITS PRINCIPAL BUSINESS ENCOMPASSES CORPORATE FINANCE, TRADE FINANCE, CASH MANAGEMENT, FUNDS TRANSFERS, PROJECT FINANCE AND TREASURY.
IT ALSO COLLABORATES WITH ITS AFFILIATE COMPANY, MIZUHO SECURITIES, TO PROVIDE INVESTMENT BANKING SOLUTIONS TO ITS CUSTOMERS. SINGAPORE BRANCH ALSO SERVES AS A REGIONAL OFFICE FOR BANK'S ASIA & PACIFIC OPERATIONS. Job Responsibilities Oversee day-to-day IT Service Management (ITSM) operations for regional systems, ensuring efficient management of change, incident, and problem processes in alignment with the bank's policies and regulatory requirements.
This role is critical to maintaining high service availability, minimizing disruptions, and ensuring continuous improvement across IT services ITSM Operations Management Manage the lifecycle of IT changes, ensuring proper documentation, risk assessment, and approval processes to minimize service disruptions Monitor and manage IT incidents, ensuring timely resolution and communication with stakeholders to minimize downtime Analyze recurring incidents, identify root causes, and implement long-term solutions to prevent future issues Oversee the fulfillment of IT service requests, ensuring timely and accurate delivery to meet business needs Process Compliance and Documentation Ensure adherence to the organization's ITSM policies, standards, and regulatory requirements in all IT operations Maintain accurate documentation of processes, procedures, and workflows for audit and compliance purposes ITSM Tool Administration Administer ITSM platforms by configuring workflows, updating templates, and managing user access.
Regularly review and optimize tool configurations to support evolving business needs and improve operational efficiency Reporting and Analytics Generate regular reports and dashboards for service performance metrics (e.g., SLA adherence, incident trends, and change success rates).Provide insights from data analysis to identify areas for improvement and recommend process optimizations Stakeholder Collaboration Act as a liaison between IT teams, business units, and regional stakeholders to ensure alignment on service delivery priorities.
Facilitate Change Advisory Board (CAB) meetings and ensure effective communication of change schedules and impacts Continuous Improvement Identify gaps and opportunities in ITSM processes and recommend solutions to enhance service quality and efficiency.
Drive initiatives to automate routine ITSM tasks and implement best practices Job Requirements Diploma/bachelor's degree in Information Technology, Computer Science, or a related field Minimum 1 year of relevant experience Strong knowledge of ITSM frameworks (e.g., ITIL v3/v4) and their practical application Hands-on experience with ITSM tools like ServiceNow or equivalent platforms Understanding of platform/ infrastructure security principles and practices to safeguard regional system and data Strong analytical and troubleshooting skills with attention to detail, to resolve technical issues quickly and efficiently Strong communication and interpersonal skills for stakeholder engagement and cross-functional collaboration Excellent time management and organizational skills to manage multiple priorities effectively Strong organizational commitment and drive