Incident Handler Manager
Job posting done by Sheralynn Tjioe, Technology Recruitment at Kerry Consulting
Email: [email protected]
Our Client is a leading stable firm.
The Incident Handler Manager is a key role responsible for overseeing technology incidents that affect customers, ensuring quick resolutions and clear communication with key stakeholders. This position also involves conducting post-incident reviews within the problem management framework to identify root causes, gather insights, and implement corrective and preventive measures.
Key Responsibilities:
- Ensure prompt resolution of all incidents impacting customers.
- Work closely with support teams (L2/L3) to facilitate timely incident resolution.
- Escalate issues resulting from process breakdowns that may lead to delays or violations of Service Level Agreements (SLAs).
- Participate in regular incident review meetings to assess ongoing incidents and promote swift closure.
- Prepare and distribute periodic service reports for stakeholders.
- Analyze incident trends to identify and address recurring issues.
- Ensure that incidents are accurately documented following the Incident Management process.
- Monitor and report on key performance indicators (KPIs) related to Incident Management.
- Conduct post-incident reviews for significant incidents to capture lessons learned and ensure follow-up actions are completed.
- Lead root cause analysis sessions to identify underlying problems and develop preventive measures.
- Track follow-up actions to ensure timely resolution of problem tickets.
- Identify and log problem tickets based on thorough analysis.
- Maintain oversight of all known errors within the system.
- Monitor and report on KPIs related to problem management.
Requirements:
- Minimum 5 years of experience in incident and problem management in a large organization.
- Background in a regulated financial institution is highly advantageous.
- Understanding of the digital payments landscape is a plus.
- Strong functional and technical knowledge of cloud technology components.
- Familiarity with ServiceNow is beneficial.
- Basic knowledge of AWS technology is preferred.
- Excellent communication skills for articulating complex issues clearly.
- ITIL 4 certification is required
To Apply:
For a confidential discussion regarding your next Technology role, please submit your resume (in MS Word format) to Sheralynn Tjioe at [email protected], quoting the job title. We regret that only shortlisted candidates will be contacted.
Registration No.: R1878306 License No.: 16S8060
