Responsibilities:
• Manages technology incidents impacting group businesses.
• Work with relevant business & technology groups or units to comply with the Incident and Problem. Management processes and procedures to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting in full compliance with standards on Incident and Problem Management functions.
• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.
• Participation in all incident resolution calls to facilitate incident determination, recovery, and resolution.
• Timely incident recognition, logging, assignment, and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
• Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards.
• Escalation of critical and unresolved Incidents to appropriate levels of management.
• Ensure incident data is accurately captured and documented in ServiceNow.
• Post Incident activity to ensure highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of production services.
• Ability to communicate well and manage highly stressful situations during the Incident.
• Problem Management: Experience in various problem-solving methods like five whys, Fish bone etc. End to end ownership to initiate, track and the closure of problem tickets and preventive actions.
• Participate in the standard Post-mortem (Root cause analysis) process to ensure no repeat of any technology incidents with known root cause.
• Management reporting
• Effective and accurate incident reporting and assignment by using tools, which are customized and implemented, where applicable.
• Work in co-operation with other Technology & Operations/Shared Infrastructure Services functions to help maintain an acceptable audit rating.
• KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.
• Ensure compliance to Group Technology & Operations Policies and Standards.
• This role may require Weekend On-call support.
• Day Job in CBD Area.
Requirements:
• Bachelor's degree in Computer Science, Information Technology or related discipline required.
• ITIL certification is a must, not below Intermediate Level.
• Experience: 5-7 years managing complex IT initiatives in a matrix environment.
• Excellent English communication skills (written and oral), with experience interacting with all levels of management
• Experience in Application support, Knowledge on EOD Batch processing, Infrastructure (Storage, Network, Unix/Linux etc), Web/Application/Middleware services, Good to know Banking/Insurance/Trade floor domain.
• Hands on Experience in using ServiceNow tool. Able to create basic reports and dashboards is a plus.
• Must have proficiency in using Microsoft office.
