Description
Incident Manager - Banking
The Incident Manager will be responsible for facilitating the coordination, communication and escalation of incidents impacting the delivery of IT services to one of the leading banks. In this role, he/she will report to the Head of IT Service Management and aid them in establishing an incident 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.
Requirements
- Degree in an IT related discipline.
- At least 10 years of information technology experience, with at least 3 years experience in IT Incident Management, preferably enterprise-wide.
- ITIL v3 Foundation certification would be an advantage.
- Robust stakeholder management skills, with good verbal, interpersonal and written communications.
Full details of this role are available upon request.