Strategic Competencies:

Develop and implement a comprehensive strategy for incident management aligned with the bank's overall IT strategy. Analyze incident trends to identify areas of improvement in continually enhance incident management processes, tools, and methodologies and propose enhancements to drive efficiency and effectiveness.

Core Responsibilities:

• Receive, log, and prioritize incidents reported by users and monitor the incident lifecycle to ensure timely resolution.
• Investigate and diagnose incidents, applying technical expertise to identify root causes and implement appropriate solutions.
• Escalate major incidents to the relevant stakeholders, ensuring proper communication and coordination throughout the incident resolution process.
• Analyze incident data to identify trends, recurring issues, and areas requiring improvement.

Qualification & Years, Nature of Experience:

- Bachelor's degree in computer science, Information Technology, or a related field. - Proven experience in incident management within the IT industry, preferably in the banking sector.

- Strong knowledge of IT service management frameworks such as ITIL (Information Technology Infrastructure Library).

- Excellent understanding of incident management processes, tools, and techniques.

- Solid understanding of banking operations and systems.

- ITIL Foundation certification (required).

- Additional certifications related to incident management (e.g., ITIL Practitioner, ITIL Service Operation) are highly desirable.

- Minimum of 5 years of experience in incident management, including at least 2 years in a leadership or managerial role.

- Experience in managing high-priority incidents and major problems, ensuring timely resolution and minimizing impact on business operations.

- Demonstrated ability to lead cross-functional teams and effectively communicate with stakeholders at various levels.

- Experience in developing and implementing incident management processes, policies, and guidelines.