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Incident Management Team Lead

3 weeks ago

Manila, National Capital Region, Philippines Metropolitan Bank & Trust Company Full time
Incident Management Team Lead Job Description

We are seeking an experienced Incident Management Team Lead to join our team at Metropolitan Bank & Trust Company. As the head of our Incident and Recovery Department, you will be responsible for managing the provision of support for system/application related incidents, requests, and queries emanating from users of computerized systems across the Bank.

You will oversee 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. Additionally, you will manage the process to permanently resolve problem tickets within the agreed timeframe as agreed with the business to lessen the impact to operations.

This role requires strong technical expertise, excellent communication skills, and leadership skills. You will work closely with cross-functional teams to ensure seamless delivery of services and meet business objectives.

  • Key Responsibilities:
  • Lead the Incident and Recovery Department including Service Desk Functions, Root Cause and Problem Management, Escalation and notification (internal and vendor), Executive communication (timely updates and notification), Preventive and Reduce incidents, and Customer centric service.
  • Ensure that the department's support hours are appropriately covered.
  • Coordinate with concerned support groups and personnel when major/critical incident and problem occurs.
  • Serve as the point of contact for all major/critical incidents and problem tickets.
  • Perform personnel performance management and coaches subordinates where needed to improve performance.

Requirements:

  • Bachelor's Degree in Computer Science / Information Technology and/or equivalent.
  • At least 6 to 8 years' relevant experience in Incident Management (software/hardware).
  • At least 5 years' experience using ITIL Framework.
  • ITIL Certification is a plus.
  • Experience in people management required.