Enterprise Incident Resolution Specialist
4 days ago
Incident management is a critical function that ensures the timely resolution of major incidents, maintaining high service availability across banking applications and infrastructure. The role requires strong command-and-control skills during high-severity incidents, excellent communication with stakeholders, and a proactive approach to improving service resilience.
Key Responsibilities include:
- End-to-end ownership of major incidents, ensuring minimal downtime and timely restoration of services.
- Drive incident recognition, logging, assignment, escalation, documentation, and reporting in compliance with ITIL standards.
- Establish strong command and control during incident calls, ensuring clear accountability and communication.
- Facilitate incident resolution across business, application, and infrastructure teams.
- Perform post-incident analysis (root cause analysis), problem ticket ownership, and drive preventive actions.
- Develop and track KPIs (incident timelines, impact, resolution duration) to improve incident management practices.
- Provide accurate and timely incident and audit reporting, including regulatory submissions.
- Collaborate with technology and operations teams to ensure audit compliance and service improvement.
- Produce incident trend reports, dashboards, and management presentations.
- Work with tools such as Remedy/Helix, Excel (Macros), PowerPoint, and ticketing systems for data analysis and reporting.
Required Skills and Qualifications include:
- Bachelor's degree in Computer Science, Business, or related field.
- ITIL certification is mandatory.
- 5–10 years of experience in IT operations or incident management in a matrix environment.
- Strong knowledge of application support, EOD batch processing, and infrastructure services (storage, network, Unix/Linux, middleware, web applications).
- Good understanding of banking technology operations, with exposure to payments flow preferred.
- Proven ability to communicate with senior stakeholders during high-pressure incidents.
- Experience with problem-solving frameworks (e.g., 5 Whys, Fishbone).
- Strong skills in incident reporting, KPI measurement, and regulatory/audit reporting.
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