Major Incident Manager

Join our banking client as an Incident Management Specialist, where you'll play a critical role in ensuring the timely resolution of complex technology incidents impacting group businesses.

Key Responsibilities

• Manage technology incidents with strong command and control, ensuring clear accountability and swift resolution.
• Collaborate with Service Operations and Service Recovery teams in the command center to enhance incident management processes, including recognition, logging, assignment, tracking, and escalation.
• Oversee end-to-end Major Incident management to minimize service downtime.
• Participate in incident resolution calls to drive determination, recovery, and resolution efforts.
• Ensure incidents are recognized, logged, assigned, and resolved promptly, with thorough documentation.
• Monitor incident progression, identify potential issues, and escalate critical incidents to management.
• Accurately capture and document incident data in reporting tools.
• Engage in post-incident activities to maintain high service quality and identify areas for improvement.
• Demonstrate effective communication and stress management skills during incidents.

Problem Management

Reporting and Compliance

Requirements

Additional Requirements