• Be part of a Command Centre team to handle Incident and Problem Management
• Assess and validate major incidents. Manage notifications and escalations as defined in the major incident management process.
• Manage and coordinate recovery actions and plans for major incidents to resolution.
• Provide timely and informative updates to management, stakeholders and users until incident closure.
• Ensure the appropriate level of technical or functional support team is actively engaged.
• Chair major incident technical bridge call and provide direction if further escalation is required
• Ensure that accurate timelines of recovery plans and activities on major incidents are documented.
• Participate in post incident root cause analysis (RCA) as required and follow up on improvement plans
• Understand and track outstanding actions, improvement plans for incidents escalated to Command Centre until closure.
• Provide monthly incidents trend updates to stakeholders, users and management.
• Be able to manage incidents on a 24X7 on-call rotational basis (roster based)

Qualification:

• Diploma or Degree in Information Technology or any related discipline
• Experience as an Incident or Problem Manager in an IT Application Operations environment for a financial institution.
• Knowledge of Trading, Risk, Treasury & Markets applications is good to have
• Experience with event monitoring, incident or problem management tools.

Jireli Gem Mejia Cabria EA License No. 02C3423 Personnel Registration No. R1434374

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