IT - INCIDENT MANAGER | TECHNOLOGY SERVICES DIVISION | ITG (MAKATI)
security-bank-corporation
Makati
1d ago

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016 the Bank of the Year Philippines by The Banker.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos.

But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As an Incident Manager, you are responsible for alll technical and operational incident handling process. Incident Management Team is the primary point of contact for all communication regarding all business impacting incidents.

The team coordinates with the technical teams for troubleshooting, resolution and ensures after-action items are implemented to prevent future issues.

How you'll contribute

  • Utilizes Incident Management process by assessing the situation and making sound decisions to resolve an incident.
  • Assist with post-incident reviews, including coordination and assembly of initial draft of root cause analysis documentation for Problem Management use prior to business delivery.
  • Has the capability to generate the weekly and monthly reports in the absence of the Sr Incident Manager or IM Lead. Has understanding on how the reports work.
  • Help supervise helpdesk when sending advisory requests. Ensuring that contents are proofread before they are sent to the intended recipients.
  • Assess and ensure that incidents / alerts, being reported by NOC and Helpdesk, are assigned to the correct handling team.
  • Primary Incident Manager for all incident priorities (P1 / P2 / P3 / P4). Responsible for confirming the proper priority of an incident, verifying the initial incident description information, initiating the service restoration, and gathering the correct support resources together to restore the service.
  • Collaborate with respective Support Team to ensure that all Priority1 and 2 incident issues are being worked on in an orderly manner.
  • Resolve High Severity Incident within Service Level Agreement.

  • Apprise unit / department / division head, ITG and Business key officers of any IT incidents, activities, and events that affect bank wide services for complete information dissemination.
  • Responds to escalated minor incidents whilst on-call with the ability to report back on-site when required on mission critical incidents.
  • Responsible in sending timely alerts and notifications regarding the status of an incident especially high severity issues.
  • Publishes the notifications to appropriate chat groups and email distribution list.

  • Taking command and leading restoration activities based on the gathered data to ensure that recovery is within SLA.
  • Vets all incident ticket data for accuracy and timeliness specifically for Incident and Problem Management reports.
  • Manages business expectation on the incident restoration process.
  • Decides and initiate both technical and hierarchical escalations when deemed necessary ensuring that all incident’s SLAs are met by the team in the IM reports.
  • Chairs the Operational Readiness Review (ORR) meeting and manages tasks across allocated resources from multiple teams during his / her shift.
  • Create, update and review incident tickets based on accurate data.
  • Act as ITIL SME to provide recommendations on ITG’s processes.
  • Train NOC and Helpdesk resources in developing their ITIL capabilities.
  • Participate in on-call support rotation during weekends and holidays
  • Facilitate hand-off of active activities to the next shift
  • Maintain incident logs / timestamps and ensure that they are documented and saved in the ticket notes.
  • Flexibility to adjust to changing requirements, priorities, and schedules
  • Able to work flexible hours to cover other members that might be on leave
  • Capable of handling multiple tasks simultaneously under pressure during critical incidents.
  • Performs other related tasks which may be assigned from time to time.
  • What we’re looking for

  • Bachelor's / College Degree in Computer / Telecommunication, Computer Science / Information Technology, Business Studies / Administration / Management
  • Certification : Information Technology Infrastructure Library (ITIL)
  • 3 - 4 years of ITSM experience
  • Knowledgeable in IT Service Management Tools and Reports.
  • Highly effective oral and written communication skills
  • Ability to clearly communicate with both IT and business partners at various management levels.
  • Passion for partnering effectively with customers and providing excellent customer service at the Management and Senior Management levels.
  • Ability to work On-Call with keen assertion to details and aggressive in resolving high severity incidents is a must.
  • Has knowledge in MS Office applications and SharePoint
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