Ian Chan

Incident Manager

• Manages all IT Major Incidents that involves Singapore public healthcare institutions
• Performs situation appraisals and assesses an incident priority based on impact to business
• Handles critical incidents with composure, making quick decisions in effort to reduce overall impact
• Performs escalations to Synapxe Senior Leadership, Cluster Management, and MOH through multiple channels (Emails, SMS, and calls)
• Sends regular communications to Synapxe and Cluster management until incident closure
• Records pertinent information and chronological events that were discussed in a call that would support in the investigation
• Created a process that reduced the ageing production tickets by 30% and ensures that no ticket is more than 3 months old.
• Performs incident ticket analysis and tracks KPIs which are presented to Cluster management
• Acts as a project manager in the SCCD to ServiceNow integration which enabled Synapxe to start using ServiceNow across all departments
• Received a Singapore National Award (COVID-19 Resilience Medal) for the outstanding contributions during the COVID-19 pandemic.
• Coordinated a tabletop exercise for IT Major / Cyber incidents that involved different agencies.

Problem Manager

• Conducts regular meetings to perform a deep dive analysis on recent incidents using the 5-Whys method
• Sends regular Root Cause reports to Synapxe Senior Management, Cluster Management, and MOH based on the agreed timeline
• Identifies prevention actions, assigns it to the accountable party, and tracks until closure
• Creates a monthly presentation deck and presents it to the monthly RCA meetings
• Tracks KPIs to ensure that Service Availability of the Mission Critical applications are still within the target.

Major Incident Manager:

• Worked with a team of 6 incident managers to facilitate and coordinate major incident calls and send timely communication updates to stakeholders.
• Handles an average of 2 major incidents revolving around Consumer Banking. Each incident will have an average of 4 communications depending on the duration.
• Delivers consistent, timely, and comprehensive communication that includes status, mitigation plan, and business impacts
• Documents and tracks timeline of events that occurred in the process to resolution for each of the incidents managed in support of root cause analysis
• Delivers technical details and business impacts using language that is easily consumed by diverse audiences
• Develops process and procedures that ensure Incident Management related action items are tracked and completed
• Ensure that incident management process is followed, and that incident and problem records accurately reflect actions taken to restore service
• Interface with Line of Business leads and managers to work on developing strategic partnerships outside of major incidents

Workload Coordinator:

• Acts as the first point of contact for any Consumer Banking engagements
• Used critical thinking to break down problems, evaluate solutions and make decisions if it’s a major incident
• Triage at least 15 incoming incidents and determine if ticket classification complies with firm wide standards
• Joins daily huddles with different Lines Of Business to discuss ongoing issues
• Continuously improve standard operating procedures for Workload Coordinators
• Generates/Sends daily incident ticket report for stakeholders

• Served as first point of contact on any major or potential incidents for Institutional Banking Group.
• Coordinated the business impacts, facilitated the recovery, and provided management escalation if necessary
• Sent timely communications with the latest and greatest information to relevant stakeholders
• Investigated root cause analysis, corrective actions, and/or remediation plans with support teams
• Participated in building the incident management process and documentation that would comply with client expectations
• Monitored End of Day / End of Month batch activities for critical applications at least for 10 countries supported by DBS.

• Built new servers in Exchange 2007 and decommissioned old servers running on Exchange 2003
• Accommodated client tickets using in-house ticketing system and provided technical support related to Microsoft Outlook with an agreed SLA.
• Facilitated periodic maintenance activities on multiple Exchange servers
• Monitored servers’ alerts using Netcool application and performed necessary actions until closure