Technology Incident Manager

Role Overview:

The Incident and Problem Manager is responsible for ensuring efficient incident resolution and problem management processes for the bank customers to minimize the impact of incidents and prevent recurrence within the organization. This role involves leading support team, incident investigations, coordinating response efforts, managing root cause analysis, and implementing improvements for enhanced service reliability.

Key Responsibilities

Incident Management

1. Oversee the end-to-end incident management process, ensuring timely identification, classification, and resolution of incidents.
2. Act as the primary point of contact during high-priority incidents, coordinating with relevant teams to facilitate quick resolution.
3. Maintain incident documentation, including incident logs, status reports, and action items.
4. Communicate incident status and updates to stakeholders, ensuring transparent communication throughout the incident lifecycle.
5. Conduct post-incident reviews to identify areas for improvement and lessons learned.

Problem Management

1. Analyze incident data and trends to identify recurring issues and potential problems, initiating investigations where needed.
2. Manage the root cause analysis (RCA) process, leading cross-functional teams to determine underlying causes and implement corrective actions.
3. Develop and implement problem management policies and procedures, ensuring alignment with organizational objectives and standards.
4. Collaborate with engineering, development, and operations teams to drive problem resolution and continuous improvement efforts.
5. Maintain a problem log, ensuring all problem records are documented, categorized, and prioritized.

Team Management

1. Direct management of the IT Service Desk (L1) team.
2. Close collaboration with second- and third-level support engineers.
3. Interaction with external IT vendors, including onboarding new vendors and performance reviews of current ones.
4. Collaboration with business units and other process participants.

Continuous Process Improvement

1. Track and report on incident and problem management metrics, identifying opportunities to improve response times and reduce incident frequency.
2. Facilitate process improvements to minimize service disruptions and enhance the stability of systems and services.
3. Ensure proper documentation and handover for incidents and problems to maintain a robust knowledge base.
4. Develop and deliver training to IT teams on incident and problem management best practices.

Stakeholder Communication and Escalation

1. Act as the escalation point for unresolved incidents and problems, engaging with senior management and stakeholders when necessary.
2. Ensure proactive communication and reporting to stakeholders on major incidents and problem resolutions.

Compliance and Governance

1. Ensure compliance with relevant regulatory standards and internal policies for incident and problem management.
2. Participate in audits and reviews related to incident and problem management processes, providing evidence and documentation as required.

Key Qualifications

1. Proven experience in developing and enhancing incident and problem management processes within high-availability environments in the Fintech sector.
2. Demonstrated experience in managing technical support teams.
3. Expertise in collaborating with external IT vendors to ensure seamless operations and service delivery.

Skills

1. Excellent communication and interpersonal skills, with the ability to work across multiple teams and manage stakeholder expectations.
2. Analytical and problem-solving skills, capable of identifying root causes and driving resolution.
3. Power user of service management tools (e.g., ServiceNow, Jira Service Management) and RCA methodologies.
4. Comprehensive knowledge of ITIL frameworks, with a focus on Incident and Problem Management processes.
5. Strong technical background with a solid grasp of modern software development principles and DevOps practices.
6. Ability to work under pressure and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

1. ITIL Certification
2. Experience with automation and process improvement in incident and problem management processes