Incident Management Specialist

Job Title - Incident Management Specialist

Location – Bangalore India

Role Description

The purpose of the Global Incident Management (GIM) function, is to provide a standard, agreed approach to restore services impacted by a major incident as quickly and effectively as possible to prevent or minimize disruption to the business and mitigate any associated regulatory, client, reputational, market or operational impact.

The Global Incident Management (GIM) function provides a 24x7 service for management of Major Incidents.

The function currently operates from 5 locations –India (Pune & Bangalore) Birmingham (UK), Jacksonville (Americas) and Sydney (Australia).

Reporting

Direct Reporting Line: APAC Head of Global Incident Management

Role Description

VP – L3 (Level 3) Incident Manager

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy
• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities
• Act as a Regional central point of escalation for the Incident user community and technology management, addressing issues and resolving conflicts.
• Ability to drive organizational culture and strategy for a regional team.
• Partner with senior stakeholders, vendors, and teams globally, across all levels of the organization, and influence decisions that can have a direct impact on operational stability.
• Regionally manage, coach, develop and retain a high-performing team, demonstrating a strong leadership presence, and providing regular constructive feedback.
• Continually enhance and improve services delivered to business and technology group through continual service improvements methodologies.
• Categorization and management of Major Incidents in line with the Production Incident Management Key Operating Procedures (KOPs) and Working Instructions.
• Responsible for resource planning/management ensuring appropriate resources have been allocated to provide service coverage in line with customer expectations.
• Identifying risks and proposing solutions.
• Undertaking reporting of incidents to Regulators where applicable.
• Composing written and verbal communications to Senior Management for all Priority Critical and Priority 1 Incidents.
• Contributing and managing where applicable the remediation of any Regulatory or Internal audit findings.
• Managing regional implementation of major projects – tools/process changes.
• Supports the Problem Management function by assisting with post implementation information and attending problem reviews ensuring that lessons learnt are captured and implemented.
• Undertake monthly KPI reporting/analysis to identify any areas for improvement.
• Provision of weekend management escalation on call.

Your skills and experience
• Calm controlled and rational, especially in stressful situations.
• Ability to take control of stressful situations, ability to be firm but respectful to others.
• Rapidly assess situations and derive pragmatic options and a preferred plan of action.
• Ability to be objective and decisive.
• Ability to articulate technical information into business language.
• Strong analysis & problem-solving skills.
• Excellent communication - written and verbal levels at all levels.
• Ability and experience in leading a critical team/function.
• Openness to innovation and controlled change.
• Broad IT 'Open Systems' knowledge.
• Experience in managing production incidents in a large diverse distributed environment.
• In depth knowledge of ITIL processes predominantly Incident, Problem, Change and Knowledge Mgmt.
• Team Management

Education and professional Experience:
• 10 yrs + experience in Service Management environments
• Team Management
• ITIL Manager Certified

How we'll support you
• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Click to find out more about our diversity and inclusion policy and initiatives