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1 week ago
Key Details: 12 months contract, potential renewal.
The position requires expertise in driving incident and problem management processes, ensuring timely resolution of major incidents, and maintaining high service availability across banking applications and infrastructure. It necessitates strong command-and-control skills during high-severity incidents, excellent communication with stakeholders, and a proactive approach to improving service resilience.
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.
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