Incident Manager

Details:

The primary purpose of the Incident Manager role is to ensure that major incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service. They communicate incident information and impact to senior management and key stakeholders across the Technology and Business divisions. Upon resolution of the incident, they will ensure aggravating and contributory factors and observations are documented for further attention.

The Incident Manager will:

• Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
• Manage major incidents, ensuring the smooth transition from Incident to Problem Management
• Ensure timely and accurate communications during an incident
• Participate and contribute to postmortem calls within the Problem Mgt process, where required
• Escalate to Senior Management levels as needed to bring correct response and support from stakeholders

MAJOR AREAS OF ACCOUNTABILITY

Incident Manager roles and responsibilities include:

• Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents.
• Identifies an incident owner to lead the incident process during major incidents.
• Ensures appropriate escalation procedures are followed as required.
• Assesses impact and progress during major incidents to ensure escalation is timely and appropriate
• Enters incident details in the incident management tool in a timely manner with accurate information.
• Provides accurate and timely communications on impact to the appropriate distribution lists and senior management
• Ensure correct inputs to the Problem Management process
• Drives governance around incident management, for example, ensure an incident ticket is opened, escalated, updated, and closed accordingly
• Establishes regular communication with IT management and the business regarding the status of incident tickets and adherence to the incident management process
• Gather information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval.

QUALIFICATIONS Education and Experience

• Bachelor's degree in computer science, related field or equivalent experience
• Experience of working a financial services background.
• Experience in ITIL incident, problem, and change processes and tools
• Strong working knowledge of IT operations and support organizations
• 2 + years working in a service or IT support role, incident management preferred – or can demonstrate equivalent
• Working experience in a production/operational environment, international experience valued
• Proven ability to work under pressure
• Facilitating the resolution of complex incidents
• ITIL Accredited Knowledge, Skills and Competencies
• In-depth knowledge of IT end-to-end incident and problem management
• Knowledge of Service management tools and ITIL best practices
• Strong problem-solving and analytical skills
• Proven ability to build and manage relationships effectively
• Strong organizational and prioritization skills; ability to handle multiple incidents/demands simultaneously while adapting to constantly changing requirements.
• Good oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations
• A focus on Customer/business satisfaction, with strong interpersonal skills and responsiveness
• Ability to communicate with all levels of technical and management staff
• Passionate about Customer Service and acts immediacy and urgency
• Flexible (in relation to working hours)
• Displays Assertiveness & Authority when facilitating recovery calls