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Head, Incident and Recovery Department

Be #InGoodHands with Metrobank!

 

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

 

Position Title: Head, Incident and Recovery Department

 

Job Summary:
 

  • Responsible for managing the department’s provision of support for system/application related incidents, requests and queries emanating from users of computerized systems across the Bank
  • Responsible in managing the process to restore normal service operation as quickly as possible to minimize impact to business operations and ensure that agreed levels of service quality are maintained
  • Responsible in managing the process to permanently resolve problem tickets within the agreed timeframe as agreed with the business to lessen the impact to operations

Role Exposure:
 

  • Manages resources and processes of the department
    • Service Desk Functions
    • Root Cause and Problem Management
    • Escalation and notification (internal and vendor)
    • Executive communication (timely updates and notification)
    • Preventive and Reduce incidents
    • Customer centric service
  • Ensures that the department’s support hours are appropriately covered
  • Coordinates with concerned support groups and personnel when major/critical incident and problem occurs 
  • Serves as the point of contact for all major / critical incidents and problem tickets
  • Performs personnel performance management and coaches subordinates where needed to improve performance

Qualifications:
 

  • Bachelor’s Degree in Computer Science / Information Technology and/or equivalent
  • Has at least 6 to 8 years’ relevant experience in Incident Management (software/hardware)
  • Has at least 5 years’ experience using ITIL Framework
  • Having ITIL Certification is a plus
  • Experience in people management required

 

Other Details:

Rank: Senior Officer

Unit: Enterprise Services Sector / Information Technology Group / Operations Division / Incident and Recovery Department
Location: Metrobank Center, BGC, Taguig City

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