Job Description
Incident Management:
- Provide end-to-end management of all major IT incidents across the Authority's Technology Group on a 24x7 basis, ensuring resolution within established SLAs.
- Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
- Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams.
- Carry out problem management activities including facilitating blameless postmortems, identifying root causes, and tracking remediation actions through to closure.
Change Management and Service Request Management:
- Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes.
- Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow.
Strategic ITSM Operations:
- Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices.
- Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions.
- Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement.
- Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes.
Job Requirements:
- Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment.
- Comprehensive knowledge of ITIL framework and ITSM best practices.
- Experience in managing major incident responses and facilitating investigation activities.
- Proven ability to manage communications during high-pressure incident situations.
- Experience facilitating cross-functional meetings and presenting to senior management.
- Strong documentation skills for creating process guides and post-incident reports.
- Demonstrate strong coordination abilities and stakeholder management skills.
- Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests.
- Experience in developing service catalogues in ServiceNow.
- Ability to work effectively in a fast-paced environment.
- Strong analytical, problem-solving, and time management abilities.
- Relevant professional certifications in ITIL or ITSM are desirable.
- Knowledge of SRE best practices would be advantageous.
