About the Job:
The Incident and Problem Manager is responsible for ensuring efficient incident resolution and problem management processes for the bank's customers to minimize the impact of incidents and prevent recurrence within the organization. This role involves leading support teams, conducting incident investigations, coordinating response efforts, managing root cause analysis, and implementing improvements for enhanced service reliability.
Key Responsibilities:
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Incident Management:
- Oversee the end-to-end incident management process, ensuring timely identification, classification, and resolution of incidents.
- Act as the primary point of contact during high-priority incidents, facilitating quick resolutions with relevant teams.
- Maintain incident documentation, including logs, status reports, and action items.
- Communicate incident status and updates to stakeholders throughout the incident lifecycle.
- Conduct post-incident reviews to identify improvement areas and lessons learned.
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Problem Management:
- Analyze incident data and trends to identify recurring issues, initiating investigations where needed.
- Manage the root cause analysis (RCA) process, leading cross-functional teams to identify causes and implement corrective actions.
- Develop and implement problem management policies and procedures, aligning with organizational objectives.
- Collaborate with engineering, development, and operations teams for problem resolution and continuous improvement.
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Team Management:
- Directly manage the IT Service Desk (L1) team and collaborate with second- and third-level support engineers.
- Interact with external IT vendors, including onboarding and performance reviews.
- Work closely with business units and other process participants.
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Continuous Process Improvement:
- Track and report on incident and problem management metrics, identifying opportunities to improve response times and reduce incident frequency.
- Facilitate process improvements to enhance system and service stability.
- Ensure robust documentation and knowledge base for incidents and problems.
- Develop and deliver training on incident and problem management best practices.
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Stakeholder Communication and Escalation:
- Act as the escalation point for unresolved incidents and problems, engaging with senior management and stakeholders as necessary.
- Ensure proactive communication and reporting on major incidents and resolutions.
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Compliance and Governance:
- Ensure compliance with relevant regulatory standards and internal policies for incident and problem management.
- Participate in audits related to incident and problem management processes, providing necessary documentation.
Experience:
- Proven experience in developing and enhancing incident and problem management processes in high-availability environments within the Fintech sector.
- Experience in managing technical support teams.
- Expertise in collaboration with external IT vendors for seamless operations.
Skills:
- Excellent communication and interpersonal skills, capable of managing stakeholder expectations across multiple teams.
- Strong analytical and problem-solving skills, with the ability to identify root causes and drive resolutions.
- Proficient in service management tools (e.g., ServiceNow, Jira Service Management) and RCA methodologies.
- Knowledge of ITIL frameworks, focusing on Incident and Problem Management processes.
- Solid technical background in modern software development principles and DevOps practices.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
- ITIL Certification
- Experience with automation and process improvement in incident and problem management processes
Language Requirements:
- Proficiency in English; any additional language skills are a plus.
