Major Incident Manager
1 week ago
Join our banking client as an Incident Management Specialist, where you'll play a critical role in ensuring the timely resolution of complex technology incidents impacting group businesses.
Key Responsibilities
Manage technology incidents with strong command and control, ensuring clear accountability and swift resolution.
Collaborate with Service Operations and Service Recovery teams in the command center to enhance incident management processes, including recognition, logging, assignment, tracking, and escalation.
Oversee end-to-end Major Incident management to minimize service downtime.
Participate in incident resolution calls to drive determination, recovery, and resolution efforts.
Ensure incidents are recognized, logged, assigned, and resolved promptly, with thorough documentation.
Monitor incident progression, identify potential issues, and escalate critical incidents to management.
Accurately capture and document incident data in reporting tools.
Engage in post-incident activities to maintain high service quality and identify areas for improvement.
Demonstrate effective communication and stress management skills during incidents.
Problem Management
Apply problem-solving methodologies, such as five whys and fishbone analysis, to identify root causes.
Manage problem tickets from initiation to closure, implementing preventive actions.
Participate in post-mortem analyses to prevent recurring incidents.
Reporting and Compliance
Utilize customized tools for accurate incident reporting and assignment.
Track incident timelines, impact, resolution duration, and associated KPIs.
Adhere to Group Technology & Operations policies and standards.
Collaborate with other functions to ensure a favorable audit rating.
Requirements
Bachelor's degree in Business, Computer Science, or a related field.
ITIL certification.
8-10 years of experience in managing complex IT initiatives or operational line management.
Strong written and oral English communication skills.
Experience in application support, EOD batch processing, infrastructure, web/application/middleware services, and payments flow.
Additional Requirements
Ability to work in a 24x7 shift rotation environment.
Proven capacity to manage multiple priorities in a fast-paced setting.
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