Incident Manager

4 weeks ago

Taguig, Philippines Metrobank Full time

Metrobank Taguig, National Capital Region, Philippines Job Summary The Incident Manager (IMO) reports to the Head of the ESS-ITG-SMO-OD-IRD. Serves as the point of contact for all incidents of unplanned downtime/disruption of critical systems/applications of the Bank. Collaborates with all the support unit’s representatives on resolving incidents affecting critical systems/applications the soonest possible time. Role Exposure Receives incident reports from internal users of the Bank. Validates classification of incidents as a major incident / disruption. Serves as the point of contact for all major/critical incidents. Manages / Performs the internal notification, executive alerts and escalation activities up to service recovery. Determines scope of disruption with the support teams. Leads the recovery for all major incidents / disruptions. Accountable for the Technical Incident War Room. Ensures that reported incidents are ticketed and tracked. Forwards incident reports to concerned units for resolution/updating. Coordinates with concerned support groups and personnel when major/critical incident occurs. Logs significant updates to the tickets when available. Conducts incident reviews as requested. Creates reports as requested for major incident or disruption. Recommends incidents that may be converted into problems. Other Tasks Drives Initiatives to reduce incidents or optimize recovery. Drives initiatives to reduce escalation and recovery time. Serves are a Resource person in documenting and referencing current and previous incidents. Participates in system/application test activities when requested. Participates in planned and unplanned disaster recovery activities when assigned. Performs other duties as may be assigned from time to time. Other Details Unit: Information Technology Group / Operations Division Office Location: Metropark, Pasay Seniority level Mid-Senior level Employment type Full-time Job function Information Technology, Quality Assurance, and Product Management Industries Banking, Software Development, and IT Services and IT Consulting #J-18808-Ljbffr

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