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Operational Incident Specialist
3 weeks ago
To excel as an Incident Manager, you will be responsible for managing technology incidents that impact group businesses. This involves working closely with relevant business and technology groups to ensure compliance with established processes and procedures. Your key objectives will be to facilitate incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting in line with UOB standards.
Key Responsibilities:
- End-to-end ownership of major incidents to minimize downtime.
- Establish clear command and control of incidents, defining accountability and evaluating complex scenarios.
- Participate in incident resolution calls to determine, recover, and resolve incidents efficiently.
- Timely incident recognition, logging, assignment, and resolution with accurate documentation.
- Coordinate and monitor incident progression, identifying potential areas through symptoms, trends, or deviations from standards.
- Evaluate critical incidents for escalation to senior management levels.
- Ensure accurate capture and documentation of incident data in the incident reporting tool.
- Post-incident analysis to improve service quality and identify problem trends and causes.
- Effective communication and stress management during high-pressure incidents.
Qualifications and Skills:
- Bachelor's degree in Business, Computer Science, or a related field required.
- ITIL certification is essential for this role.
Required Expertise:
- 8-10 years of experience managing complex IT initiatives in a matrix environment or operational line managers' experience.
- Excellent English communication skills (written and oral) with experience interacting with all levels of management.
- Knowledge of application support, EOD batch processing, infrastructure (storage, network, Unix/Linux), web/application/middleware services, and payments flow.
