Major Incident Manager
2 weeks ago
A proactive and knowledgeable Incident Manager with a strong background in problem management and technical support. Experienced in managing fault tickets, providing L1/L2 Application support to customers, isolating, diagnosing, reproducing, and solving technical issues, and ensuring high levels of customer satisfaction. Adept at working independently and collaboratively to diagnose and resolve technical issues, draft RCA documents. The Incident Manager is responsible for managing incidents and emergencies that arise within Mobile Banking Project. This role involves ensuring business continuity and minimizing the impact of incidents on Mobile Banking operations through strong leadership, communication, and technical skills.
Key Responsibilities:
- Incident Management: Manage and coordinate incident response efforts, including assessing and prioritizing incidents, communicating effectively with stakeholders, and guiding response efforts.
- Recovery Process Management: Oversee the recovery process based on best practices and ITIL standards.
- Process Standardization: Ensure consistent application of the incident management process.
- Team Coordination: Oversee roles and responsibilities of team members, ensuring they understand and fulfil their roles.
- Incident Assessment and Prioritization: Assess situations, prioritize actions, determine the extent of incidents, identify necessary resources, and deploy personnel efficiently.
- Reporting: Create weekly and monthly reports based on client SLAs and KPIs. Conduct daily, weekly, and monthly health checks on incidents logged.
- Communication: Act as the central communication point for major incidents. Communicate with internal and external stakeholders to provide accurate and timely updates.
- Incident Response Procedures: Ensure well-documented incident response procedures are in place and followed.
- Service Improvement: Drive continuous service improvements of the process and ITSM incident module. Identify process improvement opportunities and lead efforts.
Qualifications and Requirements:
- Experience: minimum 10 -12 years of industry experience with Role as Incident Manager/Major Incident Manager with strong technical knowledge of IT systems and infrastructure ( preferably from Banking Industry with knowledge of supporting Mobile Banking application support )
- Minimum 5 years of problem management experience
- Strong working experience in Application support & service management tools : ServiceNow, JIRA
- Strong knowledge of issue resolution & escalation practices
- Sounds knowledge of any public cloud & Dynatrace & Grafana monitoring tools
- Education: Bachelor's degree in Information Technology, Computer Science ( minimum )
- Certifications: ITIL Foundation certified (ITIL v4 preferred) or ITIL v3
- Technical Skills: Understanding of Application support ,software architecture, networks, databases and incident response protocols and tools.
- Soft Skills:
- Effective communication with stakeholders, including management, technical teams, external vendors.
- Strong analytical and critical thinking abilities.
- Crisis management skills: Ability to maintain calm and make sound decisions under pressure.
- Competencies:
- Ownership and accountability.
- Active listening and confidence to provide recommendations.
- Ability to think on their feet and manage crises effectively.
- Additional Skills:
- Knowledge of Google Cloud .
Key Skills/Knowledge:
- IT Service Management: Strong knowledge of IT Service Management processes.
- L2 Application support
- Hands on experience in Dynatrace monitoring
- Incident Response: Proficiency in incident response and IT service management.
- Leadership: Robust leadership and decision-making skills.
- Team Collaboration: Ability to collaborate effectively with vendors, IT teams and stakeholders.
- Adaptability: Open to change and able to function in a fast-paced environment.
Candidates who are available to start before June 30, 2024, are encouraged to apply for this position.
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