IT Incident Manager at Bidvest Bank

About the position

The Information Technology (IT) Incident Management Manager must ensure that all major incidents logged within the environment are managed in a controlled manner according to the IT Incident Management policies. The IT Incident Management Manager must lead all IT Incident Management efforts including stakeholder engagement, impact analysis and business readiness within the Bidvest Bank environment.
This includes all standard IT major incidents relating to Business processes, applications, systems and/ or infrastructure.
Support, assist and understand the IT Change Manager functions when required.

RESPONSIBILITIES:

Duties

• Reduce operating costs through process efficiency and innovation

CUSTOMER CENTRICITY

• Ensure that IT incident management communications are sent out to relevant
• internal and external parties when required
• Ensure that all stakeholders received appropriate and timely communication with
• regards to the incidents on a weekly basis to make them aware and ready to adopt
• and support the incident process where required
• Co-ordinate and communicate

OPERATIONAL EXCELLENCE

Incident Management:

• Driving the efficiency and effectiveness of the IT Incident Management process used
• within the environment
• Responsible for the management and the coordination of all incident management
• processes - which includes priority incidents
• Monitoring the effectiveness of IT Incident Management and making
• recommendations for improvement where required
• Drive, develop, manage and maintain the incident management procedures
• Facilitate priority incident meetings and provide feedback to the IT Management
• team
• Ensure that all incidents are logged, and that the information provided by the
• relevant teams are sufficient and correct.
• Ensure that the IT Incident Management processes are followed by all Business Units
• within the Bank
• Define and document requirements for Incident Management tools in use, including
• the testing of any changes applied to the tool
• Review and enhance Cherwell/ SharePoint where required with regards to IT Incident
• Management
• Administration:
• Monitor and report on the volume of change requests and incidents logged,
• distribute reports to IT Risk and Line Manager on a monthly and Quarterly basis.
• Analyse IT Incident Management records to determine and report on any trends -
• monthly
• Producing management information for reporting purposes - IT Risk
• Ensure that the IT Incident Management policy is reviewed and signed off annually
• along with all the documents being referenced in both policies.
• Sign off must include the IT Steering Committee
• Being available 24/7 to manage major incidents and to provide effective
• communication to all relevant stakeholders when required via WhatsApp or email
• channels
• Being internal customer focused and/or support-minded to ensure continuous
• improvement within the IT Incident Management Analyst role
• Adhering to the sunset-rule (same day response email/ query/ request - even if just
• acknowledging it)
• Manage the communication of all IT Incident Management notifications where
• required
• All of these communications are to be sent form the IT Change Management mailbox
• where required
• Co-ordinate and communicate service provides maintenance schedules if needed

REQUIREMENTS

Qualifications

• IT related Degree / Diploma and/or
• ITIL Foundation and/or Incident Management
• Practitioners Certifications

Experience

• At least 5 years' experience in IT or related
• incident management experience
• Excellent customer service skills
• Excellent understanding of ITIL and ITIL Governance

Knowledge, Skills and Abilities Required

• Good communication skills - both written and verbal
• Interpersonal skills
• Presentation skills
• Takes initiative
• Deadline driven
• Innovative
• Effective time management skills
• Knowledge of change and incident
• Microsoft office skills
• Technological skills
• Analytical and problem-solving skills
• IT acumen
• Business Acumen
• Entrepreneurial and business thinking

WORKING CONDITIONS
Office Bound

Desired Skills:

• Information Technology
• ITIL
• Banking