Technical Incident Manager (ITIL) - Offshore

Title : Technical Incident Manager (ITIL) Location

: Remote Duration

: Contract

Job Description Summary:

Technical Incident Manager provides operational support for the availability .Digital Banking service offerings across multiple cloud environments. Engages with the people and processes to monitor and maintain the availability of our environments and to restore normal service operation as quickly as possible to minimize the impact to business operations when incidents occur. Coordinates and drives incidents based on ITIL Incident Management.

Responsibilities: Act as a driver and/or primary point of contact for all major incidents Responsible for the effective implementation of the Incident Management process and carries out the respective reporting procedure Provide guidance to the incident participants Responsible for communicating incident details to the business Monitor the incidents to ensure that the Service Level Agreement are respected Ensure the closure of all incident records Participate in incident reviews (Problem Management) Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable Maintain a strong working understanding of CLIENT software as a service (SaaS) products, systems, and architecture Act as liaison between Availability Operations, Site Reliability Engineering (SRE), and Product Development Ensure SRE has met all technical requirements for operational readiness of SaaS offerings Act as first escalation point for Availability Operations in the event of suspected or confirmed service interruption or degradation Analyze SaaS application faults and provide triage data to help identify and resolve service interruption or degradation Identify and assist in implementing proactive monitoring to ensure health, performance, and security of production services Propose and undertake routine preventative actions to avoid service interruption or degradation Complete projects within assigned deadlines

Requirements: Proven incident management experience Leadership experience Outstanding communications skills, both written and verbal (English) Strong team-oriented attitude Broad IT knowledge and experience Excellent troubleshooting skills with experience Strong Understanding of Information Technology Infrastructure Library (ITIL) practices Working knowledge of Linux & Windows operating systems Minimum rudimentary understanding of cloud technology