Incident Manager

INCIDENT MANAGER Key Responsibilities: • Management of IT related incident restore normal service operation as quickly as possible to minimize the impact to business operations. • Provide 24x7 on call support to business units, senior management and Management teams for critical Incident/problem as define in Service Level Agreement. • Recommend and enhance new Incident & Problem Management process and problem solving methodology in terms of efficiency, cost effectiveness and time savings. • Manage & work with architecture, development and application team to identify root cause for recurring incident and create action plan for resolution. • Provide first line investigation and diagnosis of all Incidents and service request • Manage escalations and be the Point of Contact within the Major Incident Management sphere of control. Escalate incidents in accordance with established escalation procedures. Keep users informed about their incident status as agreed intervals. • Manage and conduct SWAT for Key Incident within Group Technology supported services covering applications, systems and Infrastructure. • Maintain escalation and contact list for mission critical system and services. • Conduct postmortem reviews to obtain root cause of problem and avoid recurrence. • Assist Head ITSM to ensure quality, timely and cost-efficient delivery of SLA by assessing, reviewing and improving Service Management services related to CARELINE Qualification Required: • Min 8 years working experience in IT and banking • Capable of leading projects • Ability to engage at senior / C-level • Strong in negotiation, problem solving, time management and decision making • Certified ITIL Foundation • Strong understanding of processes and Incident & Problem Management