Incident Manager

3 weeks ago

Manila, National Capital Region, Philippines Metropolitan Bank & Trust Company Full time

External Job Description

Be #InGoodHands with Metrobank

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:Incident Manager

Job Summary:

The Incident Manger (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:

Pre-Incident

  • 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

During Incident

  • 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.

Post Incident

  • 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:

  • Rank:Junior Officer

  • Unit:Information Technology Group / Operations Division

  • Office Location:Metropark, Pasay

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