Incident Response Manager
4 days ago
We are looking for an experienced Incident Response Manager to join our Digital Incident & SR (Service Request) Management team. The ideal candidate will be responsible for managing significant / major digital bank incidents, ensuring potential trending digital incidents are escalated and prioritised for investigation and fix as needed.
The selected individual will lead a team that monitors, manages and escalates on potential significant / major incidents impacting Digibank MB / IB, through coordination with key partners; Technology, Front Liners, GSMC on customer communications & recovery, if applicable.
Main Responsibilities:
- Collaborate with stakeholders to identify root causes of digital bank incidents and develop strategies to prevent reoccurrence
- Develop and maintain processes for monitoring and escalating potential significant / major Digibank incidents
- Lead the development of Frontline service recovery module to improve 1st call resolution on existing Digibank incidents / enhancement gaps with effective workarounds
- Provide regular updates on high level Digital incidents landscape and improvement plans to senior management
- Evaluate the potential severity of reported incidents and coordinate with key stakeholders for relevant level of escalation & coordination
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