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