IT Incident Manager
3 weeks ago
Responsibilities
- Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements, and the needs of the organization.
- Prior triaging, banking and payments related experience supporting multiple regions is a must.
- Support payments application related to regional (APAC/EMEA/AMRS) or global business.
- Manage end-to-end triages with various business partners (Tech & Business) to recover services in a timely manner, including out-of-the-box thinking when needed.
- Provide periodic communications at various stages of the triage to senior tech/business executives in a timely manner.
- Collaborate with other areas of the organization to continuously improve the management of IT Incidents and Problems.
- Manage problem investigations through to conclusion, ensuring root cause is identified, documented, and resolved.
- Communicate effectively with management and stakeholders on status and remediation of incidents.
- Manage known errors and ensure that operational workarounds are fully documented.
- Act as a Subject Matter Expert in Incident Management.
- Close liaison with other Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics.
- Establish and implement effective analytical practices to provide critical MI and reports on operational performance.
- Production and publication of critical management information.
- Drive change success-rates and improve the trend in change impact.
- Define, document, and implement operational standards, policies, and service levels.
- Participate in meetings with Senior Management and provide appropriate input and feedback.
- Record and update Risks and Issues in line with internal banking standards.
- Quickly come up to speed on existing systems and processes, identify gaps between output and business requirements.
- Proactively track and report on activities to ensure work is prioritized and conflicts are forecasted.
- Increase knowledge of technical and functional aspects of supported applications and processes by reviewing, creating, and maintaining documentation; performing related tasks; and collaborating with peers and internal customers.
Certifications, if any: Project management training/certification, e.g. Prince 2, PMI (Not Mandatory)
Experience Range: 08 – 14 years
Foundational skills- Experience in Incident Management
- Experience in developing documentation materials for processes
- Integrates best practices with process design to ensure continuous process improvement
- Excellent communication skills both verbal and written; able to convey ideas, concerns and opinions across differing levels of management
- Pro-active, enthusiastic, flexible, results driven with attention to detail
- Team player who can work under pressure, juggle multiple priorities, and meet deadlines with minimal supervision
- Disciplined thinker capable of working across organizational boundaries in a demanding, high-output environment
- Experience of process design & process improvement tools
- Experience of SIX SIGMA / DMAIC phases
- Experience of working in a large enterprise IT organization
- Experience in the financial sector
- Knowledge of software development methodologies
- Exposure to Risk management standards and practices
- Mid-Senior level
- Contract
- Information Technology
- IT Services and IT Consulting
- Investment Banking
- Banking
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