Senior Manager - Incident Management

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Job Description

Job Description

  • Process re-engineering
  • Define & Implement the Senior Management Board & Crisis Management Board Protocols
  • Simplify escalation and invocation processes and align to the Communications Plan
  • Define & Implement Communications Brief and Templates
  • Deliver capability on the EB Platform supporting spectrum of IT invocations including cyber
  • Testing
  • Implement Crisis Management Framework across T&I
  • Define a crisis exercise training schedule across T&I MT, Supporting Management and Operational teams facilitating response during significant cyber events
  • Leading the development of Cyber crisis management playbooks, run books and plans to ensure effective response during a significant event.
  • Leading the development and execution of regular crisis management exercises to include full simulations and table tops across Client business lines to drive continuous improvement and education.
  • Invocation & Escalation Management
  • Lead Crisis Management invocation & response as required
  • Interrogate atmospheric changes across the bank's operations
  • Own the T&I Crisis Management plan
  • Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
  • Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
  • Identifies persistent or recurring problems and recommends creative solutions
  • Develops procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools
  • Ensures timely execution of scheduled and repeatable processes such as critical incident notifications and event alerts.
  • Monitors incoming case queue for severity one cases and acts appropriately to restore service as quickly as possible with cross-functionality collaboration efforts.
  • Recommends opportunities for process improvement
  • At least 3-5 years of experience in a technology operations setting.
  • Ability to adjust to changing priorities and make quick decisions with limited information.
  • Strong organizational, communication and leadership skills
  • Strong hands-on technical knowledge with a focus on problem solving and service restoration
  • High level of energy and strong drive are essential attributes in this role.
  • Ability to be on call off hours for a certain number of days every month.
  • Understanding of current threat landscape is a plus [Cyber Events, Banking Crisis Events]
  • Ability to manage senior stakeholders, manage escalations and multiple threads of engagement

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