Incident Manager
7 days ago
**Job Summary**
- Incident and Problem Management is responsible for the delivery and management of technology services to the firm, working with customers, internal service delivery units, and suppliers to ensure an appropriate level of service is delivered.
- The Event, Incident, & Problem Management focus specializes in identifying and managing the lifecycle of all events, incidents, or problems.
- Employees detect and identify events, prevent incidents, and minimize the effect of unpreventable issues to ensure the business impact is minimized, and normal service operation is restored quickly.
- The Technology function is responsible for activities related to the strategic direction and control of all information systems and technology capabilities, both internally and externally.
- Includes system design and programming, network planning, budget planning, database management, and computer operations.
- Stakeholder Relationship Management.
- Manages technology incidents impacting businesses.
- Work with relevant business & technology groups/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting in full compliance with standards on Incident and Problem Management functions.
- End-to-end ownership of the Major Incident with the aim to minimize the time to restore the services.
- Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
- Participation in all incident resolution calls to facilitate incident determination, recovery, and resolution.
- Timely incident recognition, logging, assignment, and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
- Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends, or deviations from standards.
- Escalation of critical and unresolved Incidents to appropriate levels of management
- Ensure incident data is accurately captured and documented in the incident reporting tool.
- Post Incident activity to ensure the highest levels of service quality and improve service levels through the identification of problem trends and causes that impact the delivery of production services.
- Ability to communicate well and manage highly stressful situations during the Incident.
- Problem Management: Experience in various problem-solving methods like five whys, Fishbone etc. End-to-end ownership to
- initiate, track and close problem tickets and preventive actions.
- Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root causes.
- Management reporting
- Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable.
- Work towards effective use of these automated solutions with other tools and procedures within the command center/data center, to garner and present an accurate picture of the incident situation, minimize adverse change impact, and facilitate the incident recognition and resolution process.
- Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
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