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Incident Manager

5.00 to 8.00 Years   Hyderabad   13 Oct, 2021
DBS Asia Hub 2
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

*Duties and responsibilities :

  • Manage incident and co-ordinate activities with other technology team for incident assignment and resolution, identify root cause and corrective and improvement action, and track improvement action until closure in compliance with the bank standards.
  • Ability to communicate effectively throughout the incident management with management, technical support staff, and other technologies incident team to ensure meaningful status updates are delivered in a timely and accurate manner.
  • Support service quality deep dives for technology incidents, service disruptions caused by data transmissions failures, batch processing delays, erroneous code deployments, Continuity of Business failures etc.
  • Providing management support in ensuring 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 over the phone. Demonstrate proven leadership qualities removing any ambiguity as to who is coordinating the incident resolution.
  • Ability to coordinate and drive technical bridges during a major event, asking the right questions, and steering the support teams towards quick mitigation, work-around or resolution to limit the financial and reputational exposure.
  • Conduct monthly service review meeting to review major incident and ensure agreed Service Level Agreement (SLA) are met with various business stakeholder.
  • Continuity team to provide summary detail should the crisis management team be invoked
  • Standby support after business hour on rotation basis.
Qualifications :
  • Education Bachelors or higher degree preferably in Computer Science or IT
  • Application support experience of 5-8 years, preferably from a banking or Financial Institutions preferable
  • Good understanding of ITIL Methodologies for Incident, Problem, and Change
  • Good Analytical and well versed in trend analysis
  • Technical expertise on one or more of the following disciplines is preferable: Open Systems, Mainframe, Web/Application/Middleware services, IT Service Assurance or Application Development
  • Good experience in scripting (VBA / excel and any other language) and simple automation is must.
,

Keyskills :
incident managementproblem managementchange managementitilslaenvironmental impact assessmentroot causeopen systemsservice levelservice levelsservice qualitycomputer sciencebatch processing

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