Incident Manager

Global Incident Management - Incident Manager, AVP

Job Title: Global Incident Management - Incident Manager

Location: Pune, India

Corporate Title: AVP

Role Description

• The Global incident management team provides 24x7 service to manage Major incidents in the bank. Team facilitates the incident bridges and ensures timely issues resolution and reduces the trun around time of the incidents. The team is responsible for coordinating with IT stakeholders to assess, classify and ensure timely issue investigation and thereby achieving timely recovery of the issues.
• The team operates with a high level of availability and coordination to ensure the right teams are brought on the bridges for early resolution.
• The team ensures the quality and timely documentation of the incident life cycle and is process compliant.
• This role is integral to ensure Deutsche Bank global incident management team meets its obligations to support its stakeholders efficiently and effectively, while also supporting continuous improvement and risk management within the team.

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term Life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Hosting and facilitating the Major incident bridges to drive for early resolution of the issues there by achieving reduced outage duration.
• Perform Incident reviews from time to time to ensure quality documentation.
• Meet all the KPIs related to Major incidents handled and meet the SLAs
• Flexibility to work in shifts (APAC, EMEA, AMERS). To be available for weekends on call and early shifts as needed.
• Ensure all the incidents handled / restored during your shift follow the quality and audit expectations of the bank. Oversight/Four-eye checks to ensure the accuracy and completeness of incident documentation and communication.
• Coach/Mentor junior incident managers to perform better and process compliant.
• Undertaking reporting activities to support monthly service reports.
• Contributing to Continual Service Improvements.

Your skills and experience

• Essential - Excellent communication skills, both written and verbal.
• Essential - Effective team collaboration and interpersonal skills.
• Essential - Ability to work well under pressure and meet tight deadlines.
• Essential - Demonstrable experience in financial reporting, preferably within a regulated industry.
• Essential - Ability to extract and analyze data with attention to detail to identify if Regulatory Reporting triggers have been reached.
• Essential - An ability to navigate ambiguity
• Desired – People Management and leadership skills.
• Desired - An understanding of Incident & Problem Management processes.
• Desired - Awareness of IT regulations applicable to financial institutions.
• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement
• Self-motivated and ability to operate in a critical fast-paced environment

How we'll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.