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IT Incident Manager (BB-8CF44)

Found in: Neuvoo Premium AE


Overall experience of 10+ years with at least3 years in Banking industry - Able to demonstrate working within anITIL framework and achieved at least ITIL Foundation accreditation- Previous experience of handling Major Incidents in largeorganizations - Solid understanding of related processes - Problem,Change etc Job TitleIT Incident Manager  Department:ITService Management  JOB DESCRIPTION Asan Incident Manager within the IT Service Management function, thecandidate is expected to be a motivated individual with a goodunderstanding of technical environment and analyticalskills. This role is expected to manage the lifecycle ofall the Major Incidents in Bank IT. The key objective of thisposition would be to drive the Incidents towards quickerresolution, ensure restoration of IT Services and put in placepreventive actions that would prevent the incidents from recurring.As part of the role, the Incident Manager is expected to workclosely with the Support teams, Monitoring team, IT Service Desk,IT Risk etc.   RESPONSIBILITIESITIncident Manager role includes the below activities but not limitedto: 1.      Ownership and management of Major Incidents in line with thedefined processes, including coordination of bridge calls betweenmultiple external and internal technicalteams.2.      Provide support for internal teams (Service Desk and NOC) to ensureeffective handling of the incident throughout its lifecycle.3.      Deliver concise and factual communication and status updates to alllevels ofstakeholders.4.      Thorough analysis and trending of incidents; Identify any areas ofdifficulty or areas forimprovement.5.      Member of an Out of Hours On-Call rota to react to Major Incidentsituations and enable an appropriate communications mechanism toimpacted businessunits.6.      Ensure effective interaction with Change and Problem teams tomaintain alignment offunctions7.      Be the driving force to mitigate major incident impact viaworkarounds andsolutions8.       Produce monthly analytical and performance reports for internal andexternal stakeholders  EXPECTED CANDIDATEPROFILE -              Overall experience of 10+ years with at least 3 years in Bankingindustry-             Able to demonstrate working within an ITIL framework and achievedat least ITIL Foundationaccreditation-              Previous experience of handling Major Incidents in largeorganizations-              Solid understanding of related processes - Problem, Changeetc-              Knowledge of HP Service Manager or similartools-              Effective verbal and written communicationskills-              Ability to document and report on Major Incident activity fromperformance statistics to incidentreports-              Proactive and able to drive technical teams to problemresolution.-              Ability to handle high-pressure situations whilstmulti-tasking.   

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