IT Service Manager (Incident and Problem Management) - Banking

SG  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Keywords

Description

IT Service Manager (Incident and Problem Management) - Banking

The Service Manager (Incident & Problem Management) is responsible for implementing and enforcing the adoption of ITSM processes for the relevant teams within IT organisation. In this role, he/she will report to the Service Management Lead and work closely with various IT teams to facilitate the coordination, communication and escalation of incidents impacting the delivery of IT services to the business users, and aids the IT Service Management Head in executing the incident and problem management process.

Responsibilities

  • Assess the impact, or potential impact, to the business or business processes resulting from a reported incident.
  • Execute approved Incident Management processes including setting up meetings, escalation, notifications, and regular communication.
  • Perform accurate identification, and engagement of resources required to successfully restore the IT Service.
  • Record and track the incident recovery steps throughout the life cycle of an incident.
  • Lead meetings and discussions (when necessary) across teams to properly document and report on critical incidents.
  • Provide support and guidance to other IT support teams when needed to ensure proper escalation of non-critical as well as critical incidents.
  • Perform the internal review of incidents and supporting documentation, identifying gaps and come up with possible solutions to drive improvements to the incident management process.

Required Skill Set

  • At least 5 years of information technology experience, with at least 3 years' experience in IT Incident/Problem Management, preferably enterprise-wide.
  • ITIL v3 Foundation certification would be an advantage.
  • Banking experience
  • Robust stakeholder management skills, with good verbal, interpersonal and written communications.
  • Strong ability to work under pressure and systematic/analytical thinking are required.

Full details of this role are available upon request.

Start date
ASAP
Duration
12 months
From
Nicoll Curtin Technology
Published at
16.08.2014
Project ID:
759586
Contract type
Freelance
To apply to this project you must log in.
Register