Incident Manager
The team support the DevOps teams during high priority incidents (outages of IT services, with potential customer impact) within all of Wholesale banking Tech, by coordinating and communicating about the incident.
Tasks during an incident are:
- Communicate to stakeholders about start, updates and resolution of the incident
- Coordinate between the IT teams and the business on how to resolve the customer impact.
- Coordinate among the it teams to determine the specific impact on customers
- Chair virtual “war-room”, with all relevant parties to gather and share relevant information in ms teams and over voice conferencing.
- Escalate to Global Major Incident Management if required.
Tasks after an incident are:
- Guide teams through the root cause analysis and definition of improvement actions
- Create management overviews on process adherence and maturity across the domains
- Recognize problem area’s (high reoccurrence of incidents, low process maturity, etc) and escalate appropriately
- Collect and organize information about the IT services WB Tech delivers, into a central knowledge base
The Incident manager will be on call, to also coordinate incidents outside office hours.
Currently the on call duty is approx. one day per week, and additionally one weekend per month, on average the number of calls is less than one per on call duty.
Skills:
- Good communication skills in English (written and spoken).
- Very basic understanding of IT and banking
- Understanding of ITSM processes (incident, problem, change management)
- Understanding of Agile way of work (sprint, product ownership, dev and ops roles)
- Confident and active attitude