About the role
Ensure Incident Management processes are followed to guarantee quality services by managing regional support team deliveries. This role focuses on robust alert management, timely notification/escalation, and aligning IT strategy with business objectives through Site Reliability Engineering principles.
BankingOnsite
Key Responsibilities
- Oversee and enforce Incident Management processes to ensure adherence to standards and procedures.
- Reroute misdirected incidents that have not been handled in a timely manner.
- Escalate issues in a timely and appropriate fashion to ensure proper attention is given.
- Identify incidents requiring special attention or escalation based on trends and analysis.
- Facilitate the resolution of issues where process compliance is lacking.
- Oversee the creation and availability of process reports, including in-depth analysis.
- Act as an escalation focal point for all roles involved in the incident management process.
- Collaborate with stakeholders on process improvement, testing, and cutover verification.
Requirements
- Experience in Incident Management processes.
- Ability to monitor and improve MTTD/MTTR through process optimization.
- Strong understanding of SRE principles.
- Proven ability to manage alerts and incidents effectively.
- Detail-oriented approach to maintaining data integrity during daily operations.
- Proactive in identifying issues through incident and problem trending analysis.