Incident Manager

Job Description
Job Title: Incident Manager
Experience profile: >6 years
Essential Skills: Exposure to incident management in level 1 production support environments
Good to have skills: Exposure to SEPA Credit transfers & Direct debits
Number of Open positions: 1
Details of Activities:

1. Manage Major Incidents including creation of action plan, communicate said plan to all affected parties & ensure plan is executed.
2. Driving the efficiency and effectiveness of the incident management process & problem management process
3. Producing management information, including KPIs and reports
4. Monitoring the effectiveness of incident management and making recommendations for improvement
5. Reviewing and auditing the process
6. Work on a mission critical 24x7x365 production support environment providing support
7. Contribute to a controlled change management processes
8. Use ITIL standards based processes to achieve deliverables that meet quality expectations of oracle/client.
9. Coordinate with offshore team for various incidents.
10. Adhere to defined Incident Process of oracle/customer. Comply with oracle/customer audit/compliance requirements.
11. Perform proper handover/knowledge transfer at end of each assignment. Timely status reporting to supervisor.
12. Timely submission of timesheets for oracle/customers.

Desired Skills & Experience

Primary Skills
• Incident Management
• Problem Management
• Knowledge of ITIL Process
• Good Problem solving skill
• Good communication skills in English.
• IT skills including Microsoft Office

Secondary Skills
• Exposure to Banking Domain with experience in SEPA Credit Transfers
• Payment system knowledge

Experience
• 5 to 8 years total experience with 3 to 4 year’s experience in primary skills.
• Experience in Incident Management.

Work Environment
• Should be willing to provide on call support & deployments on weekends
• Ability to work in a high pressure, fast moving, multi-cultural and challenging environment
• Team player