Job Description

Job Purpose

• To ensure incident Management processes are being followed to provide quality services by managing the delivery services of support teams regionally
• To ensure notification and escalation to support and management, to warrant right level of attention is given
• To ensure robust and effective alert and incident management operational model
• To establish and maintain a strong working relationship between SRE and the line of business & align the IT strategy with business needs and objectives
• The objective of this role is to ensure that all BAU changes, enhancements and project implementations going into the production environment do not disrupt or cause any risk to the existing production environment.

Responsibilities

• Manage day to day events and incident management
• Proactively identify issues through event and incident trending analysis.
• Prevent recurrence of alerts and incident
• Notifying the participants in the Incident Management process when standards and procedures are not being followed
• Rerouting misdirected Incidents that have not been handled in a timely manner
• Escalating issues in a timely and appropriate fashion
• Identifying incidents which need special attention or escalation
• Identifying exceptions and deviations, as well as management of these situations
• Notifying the participants in the process when standards and procedures are not being followed
• Facilitating the resolution of issues with items not complying with the process
• Overseeing creation and availability of process reports, analyzing reports
• Overseeing completeness and integrity of information collected to conduct daily operations
• Establishing measurements and targets to improve process effectiveness and efficiency
• Acting as an escalation focal point for all roles involved in the process

Requirements

• Working experience of 5 to 10 years with exposure in area of IT Incident Management, Application/Infra Support in a large organization.
• Excellent communication and organizational skills and able to work with little or no supervision.
• In-depth knowledge of application or infrastructure monitoring systems in multi-platforms environment will be an added advantage.
• Excellent team player and strong interpersonal skills.
• Self-motivated team player with strong analytical skills.
• Proactive and able to work under pressure.
• Strong problem-solving skills and positive attitude.
• "Hands on", self-driven to keep pace in a fast paced and highly technical environment. Desire to learn and grow with the organization.
• Experience in banking or financial services institutions preferred.
• Skillful in using MS tools especially MS Excel and Powerpoint to prepare management presentation deck.
• Willingness to work in a 12-hour rotational shift roster. Shift roster will be decided by team manager.

Skills Required