INCIDENT MANAGER, INCIDENT AND RECOVERY DEPARTMENT

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Position Title:  Incident Manager

Job Summary: The Incident Manger (IMO) reports to the Head of the ESS-ITG-SMO-OD-IRD. Serves as the point of contact for all incidents of unplanned downtime/disruption of critical systems/applications of the Bank. Collaborates with all the support unit’s representatives on resolving incidents affecting critical systems/applications the soonest possible time

Role Exposure: 

• Pre-Incident
  • Receives incident reports from internal users of the Bank.
  • Validates classification of incidents as a major incident / disruption.
  • Serves as the point of contact for all major/critical incidents
• During Incident
  • Manages / Performs the internal notification, executive alerts and escalation activities up to service recovery
  • Determines scope of disruption with the support teams.
  • Leads the recovery for all major incidents / disruptions
  • Accountable for the Technical Incident War Room
  • Ensures that reported incidents are ticketed and tracked
  • Forwards incident reports to concerned units for resolution/updating.
  • Coordinates with concerned support groups and personnel when major/critical incident occurs 
  • Logs significant updates to the tickets when available.
• Post Incident
  • Conducts incident reviews as requested
  • Creates reports as requested for major incident or disruption
  • Recommends incidents that may be converted into problems.
• Other Tasks
  • Drives Initiatives to reduce incidents or optimize recovery
  • Drives initiatives to reduce escalation and recovery time
  • Serves are a Resource person in documenting and referencing current and previous incidents.
  • Participates in system/application test activities when requested.
  • Participates in planned and unplanned disaster recovery activities when assigned.
  • Performs other duties as may be assigned from time to time.