In this role, you will be responsible for Incident Management of high impacting incidents and the compliance of all elements of the firm’s Incident Process.

Core Responsibilities:
– Drive operational team leads in restoring service as soon as possible and implementing remediation to allow the business process to continue
– Identify, review and recommend process improvement initiatives, including Tools and Systems
– Manage assigned the firm’s standards, processes, and procedures and ensure they are adhered to
– Provide inputs to the overall service improvement plan, defines KPIs (Key Performance Indicators), to measure the effectiveness and efficiency of the process
– Drives permanent solutions to IMPACT 1 level incidents via the Problem Management process
– Accountable for the Incident and subsequent Problem and tasks as a result of a high impacting incident
– In the event of Major Incident (Impact1) or Crisis involving ITS resources, acts as the primary point of contact and coordinator for all activities relating to the Incident, including registration, tri-age, coordinating resources, communication on the status of, and approval of any required emergency changes to restore a service to its operational state
– Responsible for end-to-end management of Major Faults or Service failures for all services supplied by ITS during a business day, for all MGL Customers, within agreed service targets
– Develop and maintain the Incident Management process and procedures
– Identify and Recommend Incident Management Improvement Initiatives including Tools and Systems

Requirements:
– Management skills (senior level), on people perspective (functional) and from the overall control of the process
– Strong communication skills, both written and oral. This also entails raising awareness of the processes in place to ensure buy-in and conformance
– Experience of Major Incident Management in a Financial Institution
– 3 years + experience in managing Information Technology Infrastructure Library (ITIL) process
– 10 years + experience working in an IT related Service Industry with basic working knowledge of infrastructure technologies such as, but not limited to, different Unix server platforms Wintel systems, relational database systems, Storage platforms, networking protocols and topologies, and collaboration technologies
– Analytical skill, to be able to analyse metrics produced
– Customer and service skills
– Advanced User skill level for the Process Management Toolkit such as Remedy
– Knowledge and use of Microsoft SharePoint
– Knowledge of the Bank’s Business Units