Incident Manager

Description:

Core Responsibilities:
• Manage and coordinate resolution for major incidents (P1 & P2).
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Ensure incidents are handled efficiently and effectively to minimize impact.
• Ensure the timely submission of weekly and monthly productivity reports and dashboards and engage in regular discussions with the SDM.
• Meet defined KPIs and SLAs.
• Ensure 100% compliance with defined Operations Management support Process especially Root Cause Analysis, Closure of any open-ended issues Identify defect areas and proactively carry out corrective actions
• Providing information (input) to the Problem Manager.
• Collaborate with Service Management and Subject Matter Experts (SMEs) for issue resolution.
• Build and maintain a knowledge base for recurring issues and preventive actions.
• Detect patterns in incidents and raise problems.
• Ensure compliance with defined processes, including root cause analysis (RCA) and corrective actions.
• Enhance the value and efficiency of the incident management team and operations.

QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Bachelor’s degree in IT, Computer Science, or related field.
• Minimum 6+ years of experience in IT operations or incident management

Technical qualifications:
• Strong Knowledge of ITIL service management processes.
• Experience in managing major incidents.
• Proficiency in incident management tools
• Root cause analysis (RCA) methodologies and best practices.
• Familiarity with global IT systems and banking operations