Incident Manager (ITSM)

Role: Incident and Problem Manager

Mission: Ensure seamless IT service delivery by swiftly resolving technology incidents and implementing proactive measures to prevent future disruptions.

Key Accountabilities:

1. Incident Management:
   Rapidly resolve incidents impacting customers, collaborating with support teams to minimize downtime.
2. Escalate process breakdowns, ensure timely resolution, and maintain accurate records.
3. Analyze incident trends, identify areas for improvement, and optimize incident management processes.
4. Problem Management:
   Conduct thorough root cause analyses to identify underlying issues and implement corrective actions.
5. Drive proactive measures to prevent incident recurrence, maintaining a knowledge base of known errors.
6. Continuously monitor and report on problem management KPIs to ensure effective problem resolution.

Requirements:

1. 5-10 years of experience in incident and problem management
2. Experience in a regulated financial institution and understanding of digital payments landscape (advantageous)
3. Technical expertise in cloud technology components, ServiceNow, and AWS
4. ITIL 4 certification (preferred)