Major Incident Manager

Join our banking client as an Incident Management Specialist where youll play a critical role in ensuring the timely resolution of complex technology incidents impacting group businesses.

Key Responsibilities

• Manage technology incidents with strong command and control ensuring clear accountability and swift resolution.
• Collaborate with Service Operations and Service Recovery teams in the command center to enhance incident management processes including recognition logging assignment tracking and escalation.
• Oversee end-to-end Major Incident management to minimize service downtime.
• Participate in incident resolution calls to drive determination recovery and resolution efforts.
• Ensure incidents are recognized logged assigned and resolved promptly with thorough documentation.
• Monitor incident progression identify potential issues and escalate critical incidents to management.
• Accurately capture and document incident data in reporting tools.
• Engage in post-incident activities to maintain high service quality and identify areas for improvement.
• Demonstrate effective communication and stress management skills during incidents.

Problem Management

• Apply problem-solving methodologies such as five whys and fishbone analysis to identify root causes.
• Manage problem tickets from initiation to closure implementing preventive actions.
• Participate in post-mortem analyses to prevent recurring incidents.

Reporting and Compliance

• Utilize customized tools for accurate incident reporting and assignment.
• Track incident timelines impact resolution duration and associated KPIs.
• Adhere to Group Technology & Operations policies and standards.
• Collaborate with other functions to ensure a favorable audit rating.

Requirements

• Bachelors degree in Business Computer Science or a related field.
• ITIL certification.
• 8-10 years of experience in managing complex IT initiatives or operational line management.
• Strong written and oral English communication skills.
• Experience in application support EOD batch processing infrastructure web/application/middleware services and payments flow.

Additional Requirements

• Ability to work in a 24x7 shift rotation environment.
• Proven capacity to manage multiple priorities in a fast-paced setting.