IT Incident Manager - Financial / Banking
Ideal candidates have experience in the Financial / Banking domain and come from a Technical background. The IT Incident Manager will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. In the role you will collaborate with various teams, to manage the Incident and problem lifecycle, enhancing overall IT service management capabilities. You should possess excellent communication and team working skills and have confidence working on your own initiative. You will need be organised, self-motivated, punctual, and flexible in their work style.
Experience in working in financial services environment would be an advantage but not essential.
Responsibilities:
- Own, manage and embed the Incident and Problem Management processes within Technology
- Deliver clear, detailed, and accurate written and verbal updates to key internal stake holders.
- Run Post Major Incident Reviews to identify what went well and what didn't. Document areas to continually improve.
- Support the coordination of Manger Incident responses across Technology.
- Maintain and manage the Incident Management process, continually improving and updating the existing documentation.
- Driving a Continuous Service Improvement approach to Major Incident Management across the organisation as evidenced by Major Incident KPI's.
- Coordination and oversight of the Problem Management process and review meetings
- Tracking and management of open Problem Records in conjunction with stakeholders,
- Ensuring our colleagues produce clearly written Post Incident reporting within agreed SLAs and driving Problem Management as required through Jira Service Management.
- Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to IT Management, Service Assurance teams and/or relevant support teams
- Accountable for the correct Prioritisation of incident impact and Problem records
- Follow the established incident management procedures and best practices and ensure compliance with IT policies and standards.
- Provide monthly reporting on Incident and Problem Management.
Competencies:
- A collaborative team player, approachable, self-efficient and influences a positive work environment
- Demonstrates curiosity
- Resilient in a challenging, fast-paced environment
- Excels at building relationships, networking and influencing others
- Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness
Essential Skills and Experience:
- Qualified to ITIL 4 foundation as a minimum; in-depth understanding of the ITIL methodology.
- Extensive experience of the IT Incident and Problem Management process working within an ITIL framework.
- Excellent verbal and written communication skills
- Ability to explain complex issues to wide ranging audience.
- Ability to work under pressure and to remain calm in times of crisis
- Excellent problem solving, analytical and critical thinking
- Hands-on experience of using ITSM tools
Highly Desirable:
Atlassian - Jira Service Management experience
Working in a Financial Services environment