Join our banking client as an Incident Management Specialist, where you'll 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
- Bachelor's 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.
