Incident Manager

At least 5 years’ experience in banking environment

Good technical knowledge, understanding of IT infrastructure and banking applications

Good knowledge of IT Service Management processes (ITIL certification would be an advantage)

General understanding of banking activities and operations

Excellent communication and interpersonal skills, able to take coordination role in stressful situations and to convey complex information clearly to both technical and non-technical stakeholders

Established problem solving skills with the ability to quickly understand issues and come up with ideas

Client servicing oriented able to manage relationships with various IT and business stakeholders

Team-player, taking ownership and working in a collaborative way

Overseeing the management of the highest priority incidents; ensuring appropriate handling and supporting IT teams from their identification to their resolution.

Acting as the primary point of contact in Major Incidents resolution process; ensuring transverse coordination among technical teams (incl. task force conduct), managing end-to-end communication and liaison with Business Lines as well as Tech management.

Managing the in-depth review of Major Incidents; supporting Tech managers in root cause analysis, impact assessment and definition of improvement actions; ensuring their presentation at the IT incident committee with Tech top management.

Maintaining close relationship and regular interactions with stakeholders in Business Lines; conducting IT Production State Review meetings and providing KPIs, thematic analysis as well as incident reports.

Ensuring the coordination of Problem Management activities; supporting Tech managers in the definition of relevant actions to prevent incident recurrence, ensuring a proactive follow-up until their implementation and regularly reporting on their progress.

Promoting incident and problem management practices and supporting teams in their proper application.

Conducting initiatives regarding process simplification and automation.