Incident Manager

Position Summary

Platform Technology ensures BCS ITIL processes are operationally relevant and optimised with sufficient controls, providing the IT teams a framework to operate and deliver IT services to our customers.
The Incident and Problem Manager role primarily manages all technology incidents that have business impact to BCS customers, driving resolution and ensuring key stakeholders are updated timely. The incumbent will run post incident review under problem management process to determine root cause, lesson learned and driving closure of corrective and preventive actions.

Key Responsibilities

• Drive all incidents to resolutions as quickly as possible.
• Provide coordination across all support teams (L2/L3) 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.
• Run root cause analysis 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 5-10 years of working experience in incident and problem management in a large organisation
• Experience working in a regulated financial institution is an advantage.
• Good understanding of digital payments landscape is a plus.
• Good functional and technical understanding of cloud technology components
• ServiceNow experience will be a plus.
• Fair knowledge of AWS technology
• Effective 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.
• ITIL 4 certified.