IT Incident Management Expert
1 week ago
This role is pivotal in implementing effective incident management processes to ensure prompt resolution of critical incidents and sustained high service availability across banking applications and infrastructure.
- End-to-end ownership of major incidents to minimize downtime and expedite service restoration.
- Drive incident recognition, logging, assignment, escalation, documentation, and reporting in compliance with ITIL standards.
- Establish clear command and control during incident calls to ensure accountability and seamless communication.
- Facilitate incident resolution among business, application, and infrastructure teams.
- Conduct thorough post-incident analysis (root cause analysis), problem ticket ownership, and drive preventive actions.
- Develop and track KPIs (incident timelines, impact, resolution duration) to enhance 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.
- Utilize tools such as Remedy/Helix, Excel (macros), PowerPoint, and ticketing systems for data analysis and reporting.
This position demands strong command-and-control skills during high-severity incidents, excellent stakeholder communication, and a proactive approach to improving service resilience. The ideal candidate should possess a Bachelor's degree in Computer Science, Business, or a related field, and at least 5 years of experience in IT operations or incident management in a matrix environment.
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