Head, Incident And Recovery Department

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Position Title : Head, Incident and Recovery

Job Summary: 

Responsible for managing the department’s provision of support for system/application related incidents, requests and queries emanating from users of computerized systems across the Bank. Responsible in managing the process to restore normal service operation as quickly as possible to minimize impact to business operations and ensure that agreed levels of service quality are maintained. Responsible in managing the process to permanently resolve problem tickets within the agreed 

Specifi Duties and Responsibilities:

• Manages resources and processes of the department.

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  • Service Desk Functions
  
  
  • Root Cause and Problem Management
  
  
  • Escalation and notification (internal and vendor)
  
  
  • Executive communication (timely updates and notification)
  
  
  • Preventive and Reduce incidents
  
  
  • Customer centric service
  
  
  
  

• Ensures that the department’s support hours are appropriately covered.


• Coordinates with concerned support groups and personnel when major/critical incident and problem occurs


• Serves as the point of contact for all major / critical  incidents and problem tickets


• Performs personnel performance management and coaches subordinates where needed to improve performance


• Performs other functions that may be assigned from time to time