Job Overview: The Incident Manager is responsible to engage, coordinate and oversee associates and vendors involved with the timely recovery of business systems and infrastructure services when outages occur. This position will manage the development of incident response tools, policies, procedures and service level agreements across departments and vendors.
Qualifications: * Bachelor’s Degree in IT or related field required. Will consider commensurate experience. * Minimum 3 years’ experience in IT service management required. * A minimum of 5 years of management experience with a variety of computer platforms ranging from Mainframe to PC based applications and all interrelated communications. * Must have the ability to orally communicate effectively with data processing, branch and back office personnel, all levels of management and outside companies. * Must have e ffective planning and organization skills. * Must have the ability to provide written communication to management of complex ideas effectively. * Should have a thorough understanding of Bank operations, Data Processing/Teleprocessing and Back Office operations. * Experience with the review of contracts and budgetary plans. * Must have good documentation and analytical skills.
Principle Activities and Duties: * Drives all incidents toward root cause identification and permanent fix including developing and maintaining a searchable knowledge base for incident management. * Organize and develop proof of concepts relating to incident response and management. * Develop and manage crisis action teams or rapid response teams that troubleshoot the incident until service has been restored. * Verifies service restoration; resolves and documents the resolution and lead the service im provement process across IT teams. * Identifies trends and potential problem sources and propose and document analysis and resolutions. * Prevents the replication of problems across multiple systems by proactively addressing issues. * Maintains accountability of incidents and their current progress and status. * Provides timely updates on incident resolution status with origination source, technical team, vendors and executives. * Coordinates meetings to resolve incidents. * Develops reports and maintains service desk software. * Reviews the efficiency and effectiveness of the incident control process. * Manages the Change Management process for network, applications and desktop environments. * Develop and manage knowledge management tools ensuring incidents are recorded with troubleshooting steps and detailed resolution. * Oversees Service Desk technicians ensur ing incidents are recorded, assigned to the proper service level and adherence to the processes. * Establishes and maintains service level agreements with vendors, stakeholders and departments and develops and implements training geared toward enhancing self-service and call avoidance. * Lead the CSI process across IT teams at Dollar Bank. * Lead the creation of a knowledge base. * Put in place the processes needed to maintain the knowledge base. * Ensure that incidents are solved using our knowledge base. When knowledge is found to be lacking or missing this person will actively seek that knowledge.