Head, Incident and Recovery Department
2 weeks ago
Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach
Position Title: Head, Incident and Recovery Department
Job Summary:
- Responsible for managing the department's provision of support for system/application related incidents, requests and queries emanating from users of computerized systems across the Bank
- Responsible for managing the process to restore normal service operation as quickly as possible to minimize impact to business operations and ensure that agreed levels of service quality are maintained
- Responsible for managing the process to permanently resolve problem tickets within the agreed timeframe as agreed with the business to lessen the impact to operations
Role Exposure:
- Manages resources and processes of the department
- Service Desk Functions
- Root Cause and Problem Management
- Escalation and notification (internal and vendor)
- Executive communication (timely updates and notification)
- Preventive and Reduce incidents
- Customer centric service
- Ensures that the department's support hours are appropriately covered
- Coordinates with concerned support groups and personnel when major/critical incident and problem occurs
- Serves as the point of contact for all major/critical incidents and problem tickets
- Performs personnel performance management and coaches subordinates where needed to improve performance
Qualifications:
- Bachelor's Degree in Computer Science / Information Technology and/or equivalent
- Has at least 6 to 8 years' relevant experience in Incident Management (software/hardware)
- Has at least 5 years' experience using ITIL Framework
- Having ITIL Certification is a plus
- Experience in people management required
Other Details:
Rank: Senior Officer
Unit: Enterprise Services Sector / Information Technology Group / Operations Division / Incident and Recovery Department
Location: Metrobank Center, BGC, Taguig City
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