Job Purpose
The Incident Manager will be responsible for managing and overseeing all incidents related to product performance, availability, and support across consumer and business digital onboarding channels.
The primary goal is to minimize the impact of incidents on business operations, ensuring that service disruptions are efficiently resolved, and preventive measures are implemented to avoid recurrence. This role will collaborate closely with the digital transformation project team to contribute to the overall goals and success of the Banks digital channels by improving the overall reliability of the digital product.
Key Responsibilities
- Manage the end-to-end incident lifecycle, from initial logging and categorization to resolution and closure
- Adopts and propagates Agile / Lean practices in delivering modular functionality quickly and efficiently.
- Coordinate with relevant internal and external stakeholders, ensuring clear communication throughout the incident process.
- Act as the point of escalation during major incidents and drive the resolution process.
- Conduct root cause analysis and ensure that corrective actions are taken to prevent incident recurrence.
- Maintain an incident log, document lessons learned and prepare post-incident reports.
- Lead and participate in incident review meetings, ensuring that best practices and lessons learned are shared across teams.
- Ensure incidents are resolved within agreed-upon SLAs and continually work to improve response times.
- Collaborate with development teams to ensure product resilience and stability.
- Implement and refine incident management processes to align with business goals and industry standards.
