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.
   

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