Problem & Incident Management Manager
6 months ago
Your key tasksAssess and categorize incidents based on their impact, urgency, and priority, in alignment with predefined incident management guideline..
Your key tasks
- Assess and categorize incidents based on their impact, urgency, and priority, in alignment with predefined incident management guidelines
- Collaborate with relevant stakeholders, including support teams and subject matter experts, to gather necessary information for incident severity assessment
- Provide clear and concise communication to stakeholders, including senior management, regarding incident status, impact, and resolution plans in timely and accurate manner
- Ability to communicate well and manage highly stressful situations over the phone. Demonstrate proven leadership qualities removing any ambiguity as to who is coordinating the incident resolution
- Ability to coordinate and drive technical bridges during a major event, asking the right questions, and steering the support teams towards quick mitigation, work-around or resolution to limit the financial and reputational exposure
- Continuously evaluate and refine the incident severity assessment process to improve its accuracy and efficiency
- Monitor and report on the performance of the incident severity assessment process, identifying areas for improvement and implementing corrective measures as needed
- Conduct thorough incident post-mortems to analyse root causes, identify areas for improvement, and implement corrective actions
- Foster collaboration across platforms and SMEs from other lines of business to align IT strategy with the bank's business needs and objectives
- Lead in major incident management by leading the command and control and oversight all key recovery activities and escalation upwards
- Providing management support in ensuring highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services
- Conduct monthly service review meeting to review major incident and ensure agreed Service Level Agreement (SLA) are met with various business stakeholder
- Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and the preventive actions.
- Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
- Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
- KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
- Standby support after business hour on rotation basis.
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