Technical Incident Manager

1 week ago


Singapore Capgemini Full time

**Responsibilities**:

- Leads and drives the Level 2 production incident and problem management processes
- Prioritise all incidents based on impact and urgency as well as assessing resources and capacity
- This initial triage will determine ticket priority criticality establish Service Level Agreement expectations for response resolution time and determine what processes and resources will be leveraged to resolve the issue
- Leads one or more Application support teams
- Chairs the incident and problem review meetings
- Be the key point of contact for coordination and communication for technology team
- Takes ownership and performs controlled resolution of incidents and problems working with Business Incident manager within defined SLAs
- Timely determine the severity impact of the incident and escalate communicate to stakeholders
- Work with technical teams to identify temporary workarounds and determine estimation time on resolution
- Work with technical teams to identify root cause and prepare technical incident report
- Attend post incident review meeting together with Business Incident Manager to report root cause and preventive measures taken to senior IT management and business management
- Track permanent resolution and create knowledge base for future reference
- Contributes to and ensures adherence to Incident and Problem Management processes
- Supports and provides inputs to audit regulatory and compliance requirements
- Manages regular reporting and customer satisfaction initiatives to achieve suitable outcome for all stakeholders
- Must have 10-15 years working experience working in a banking or financial institute in a similar role


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