Incident Manager

Incident Manager

Dtcc Manila

Incident Manager

Details of the offer

What You'll DoFacilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt
Facilitate, prioritize and escalate incident response to ensure firm Recovery Time Objectives are met
Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out
Responsible for the provision of documentation of known errors and resolutions
Act as an interface between Operations and the Business to ensure that Incidents / Problems are resolved
To contribute to the development and revision of relevant policies, frameworks and processes that are in place across the business
To communicate and manage expectations during Incident / Problem resolution and act as a point of escalation
To continuous improve performance measures to regularly monitor the effectiveness and efficiency of Incident / Problem management
Ensure that problems, major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities
Contribute to the design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior.
Sound Like You?
Minimum of 7 years of related experience
Bachelor's degree preferred with Masters or equivalent experienceAdditional Qualifications
Knowledge and understanding corporate enterprise systems including Unix / Windows servers, Networks, Oracle / SQL databases
ITILv3 certified and the principles of service support and delivery is desirable
Analytical skills and a structured methodical approach towards statistics and trend analysis
Flexible and varied approach, devising creative solutions
Documentation skills with a focus on Service Delivery practices definitions and support procedures.
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