Assistant Director - Programme and Incident Management (CIO Office)

Role & Responsibilities

Change Management

• Approve all production Change Requests (CRs) for Synapxe Managed and Cluster Managed Systems on behalf of GCIO/GCIO delegates, ensuring changes are adequately tested, communicated in advance, and supported by post-implementation verification and contingency/rollback plans
• Direct and guide change requesters on adherence to the Synapxe Production Change Control process, ensuring all CRs are supported by a complete implementation plan, required documentation (SIT, UAT, OAT), and necessary approvals from the System Program Director, System Custodian/System Owner prior to endorsement
• Partner with the Institution CIO Office to identify Critical Systems with interdependencies and establish coordination protocols for maintenance windows to minimise operational impact on hospitals and clinics
• Lead the monthly Major Change Review meeting with the Central CAB team to de-conflict Major Change Requests and safeguard healthcare operations
• Own and govern the Major Event Calendar and Downtime Calendar to ensure visibility of all Major Change activities across the cluster

Incident Management

• Serve as the Cluster Incident Manager, providing strategic oversight and 24x7 operational support for major incidents (S1/S2), coordinating between the Institution CIO Office and Synapxe IPM teams to drive swift service restoration
• Authorise and direct incident communications to all stakeholders, ensuring accurate and timely updates are disseminated via SMS and the NHG Escalation WhatsApp group
• Engage senior representatives from the ITMO, institution infrastructure teams, and Institution CIO Office to cross-validate incident details and ensure the Synapxe IPM team is kept informed of ground impact
• Direct action plans, coordinate restoration timelines, and communicate downtime impact to senior stakeholders throughout the incident lifecycle
• Champion root cause analysis, recommend permanent fixes and preventive measures, and lead Post Incident Review meetings to drive accountability and closure
• Assess interim RCA reports and champion the institutionalisation of lessons learned across teams through monthly RCA reviews

Disaster Recovery

• Serve as the Cluster Disaster Recovery (DR) representative, providing senior leadership and accountability for all cluster DR matters
• Partner with Synapxe, the Institution CIO Office, and relevant teams to ensure DR plans for critical systems are current, validated, and aligned with cluster recovery objectives
• Lead and champion Cluster DR exercises, validate recovery procedures, and drive the remediation of gaps identified to strengthen cluster IT resilience
• Govern and maintain Downtime Procedures for critical systems, ensuring they are operationally ready, regularly tested, and accessible for activation during a disaster or unplanned outage

IT Risk Management

• Serve as the Health IT Risk Manager, providing senior oversight of IT risk identification, escalation, and tracking across the cluster
• Represent CIO at the IT Risk Management Committee (IRMC), reporting on significant IT incidents and emerging risk trends at the appropriate governance level
• Endorse the Half-Yearly Top Risk Report and oversee the input of risk entries via PRISM for ERM Risk Review
• Recommend and drive risk mitigation strategies, ensuring timely follow-through on risk treatment actions across relevant teams

Reporting

• Own and publish the Monthly IT Downtime Tracking Report to DHSPConsolidate and present the CIO Quarterly GDH Management Report for DHMC and DHC on service availability and incident summaries
• Champion risk visibility by escalating IT incident risks to IRMC, ensuring significant incidents and emerging risk trends are surfaced at the appropriate gove