Incident & Problem Manager

Position Overview

The role primarily manages all major technology incident that has a severe business impact to BCS customers, driving resolution and ensuring key stake holders are updated timely. He/she will run post incident review under problem management process to determine root cause, lesson learned and driving closure of corrective and preventive actions. 

The Enterprise Service & Support Department ensures BCS ITIL processes are operationally relevant and optimized with sufficient controls, providing IT teams a framework to operate and deliver IT services to our customers.

Key Responsibilities

Incident Management:

• Drive of all major incidents to resolutions as quickly as possible
• Provide coordination across all support teams to ensure timely resolution of incidents
• Escalate all process breakdown related cases causing either a delay in resolution or an actual Service Level Agreement (SLA) breach
• Participate in regular incident meetings to review open incidents and drive timely closure
• Prepare periodic service reports for stakeholders
• Perform analysis to identify incident trends
• Review incidents to ensure that they documented correctly as the per the Incident Management process
• Track and report all Incident Management related KPIs
• Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans.

Problem Management:

• Run RCA meetings to identify root cause, lesson learnt, and preventive actions.  
• Track follow up actions ensuring timely closure of problem tickets.
• Perform analysis to identify and register problem tickets
• Gatekeeper of all known errors
• Track and report all Problem Management related KPIs.

Requirements

• Minimum 5 years of working experience in incident and problem management in a large organisation
• Good understanding of digital payments landscape is a plus
• Good functional and technical understanding of technology infrastructure components
• Strong communication skills and able to articulate complex matters in concise manner
• Good inter-personal skills with the ability to manage customers well
• Strong analytical skills and able to deal with complex technical and process subject matters
• Self-motivated and able to work independently
• Ability to multitask in fast paced environments utilizing different tools. 
• Experience executing on processes in scope of ITIL framework. 
• Bachelor's or Master's degree in computer science or equivalent. 
• Possess ITIL certification