TymeX

Tóm tắt công việc

The Incident Manager will play a pivotal role in managing and enhancing our incident management processes. This individual will be responsible for coordinating the resolution of all incidents related to the bank’s digital products and services. The role requires a proactive, customer-focused approach to maintain service continuity and minimize the impact of incidents on operations. The Incident Manager will work closely with cross-functional teams, including engineering, product, and stack-holder, to ensure timely communication and resolution of incidents in line with SLAs and regulatory standards.

Responsibilities:

As an Incident Manager, you’ll ensure the seamless operation of our digital banking services, minimizing disruptions and optimizing Incident management processes. Here’s what your day-to-day will look like:

• Incident Management:
  • Lead incident management to ensure timely identification (MTTA), resolution (MTTR), and communication of incidents
  • Coordinate with cross-functional teams to manage incidents, minimize impact, and restore services as quickly as possible.
  • Develop and build and maintain Incident Management as a service.
  • Facilitate post-incident reviews, identifying root causes and ensuring the implementation of corrective actions.
• Stakeholder Communication:
  • Serve as the main contact for major incidents, keeping stakeholders informed throughout the incident lifecycle.
  • Prepare and present incident reports to senior management with clear, actionable insights.
  • Collaborate with banking operations to align and standardize the incident management process.
• Continuous Improvement:
  • Identify opportunities for process improvements within the Incident & Change Management
  • Lead initiatives to enhance incident management practices and reduce the frequency and impact of incidents.
  • Stay updated with industry trends and best practices, implementing relevant changes to the Change management and incident management processes.

• Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Experience:
  • Over 5 years of experience in IT service management, specializing in incident management and ITSM within digital banking or financial services.
  • Proven experience build and optimize ITSM process and managing major incidents and service disruptions in a high-pressure environment.
• Technical Skills:
  • In-depth understanding of IT infrastructure, digital banking platforms, and associated technologies.
  • Proficiency in incident management tools (e.g., OpsGenie, PagerDurty, FireHydrant) & ITSM Tools (e.g Atlassian Ecosystem includes JSM, JIRA, Confluence)
• Soft Skills:
  • Excellent communication and interpersonal skills, with the ability to articulate complex technical issues to non-technical stakeholders.
  • Strong problem-solving skills and the ability to work under pressure.
  • Leadership abilities to drive incident management initiatives and mentor junior staff.
• Knowledge:
  • Familiarity with regulatory requirements in the financial services industry.
  • Awareness of cybersecurity best practices in digital banking.