Incident Manager

4 hours ago

Taguig, National Capital Region, Philippines Metrobank Full time ₱100,000 - ₱120,000 per year

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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:

  • Unit:
    Information Technology Group / Operations Division
  • Office Location:
    Metropark, Pasay

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