Job Description

: Job Purpose *The Incident Manager role is to serve as the central point of command and control during IT incidents, ensuring a structured and prompt response to minimize impact on business operations. This role requires a dynamic and proactive approach to identify, respond to, and resolve incidents rapidly.The Incident Manager is tasked with leading cross-functional teams, facilitating effective communication between technical and non-technical stakeholders, and implementing strategic processes for continuous operational improvement. The ultimate objective is to restore normal service operations as swiftly as possible while upholding the highest standards of service quality and minimizing any negative effects on the business.Key Responsibilities *

• Incident Lifecycle Management: Proactively manage the entire lifecycle of incidents from initial detection and recording to resolution and closure. Prioritize incidents based on their severity and impact, ensuring swift action to mitigate effects and restore normal operations.

• Team Leadership and Coordination: Lead and coordinate the activities of a diverse incident response team that includes application and infrastructure experts from various departments. Provide strategic guidance and support, fostering a collaborative environment to ensure efficient and effective incident resolution.

• Strategic Communication: Serve as the primary communication hub during incidents, delivering regular and critical updates to stakeholders, including Group Technology support and leadership teams. Ensure communication is clear, concise, and accurate, maintaining transparency throughout the incident management process.

• Process Optimization: Continually assess and enhance incident management processes and procedures to shorten response times and improve service quality. Implement industry best practices and integrate lessons learned from past incidents to refine strategies and tactics.

• Documentation and Reporting: Maintain meticulous records of all incidents, documenting their impact, the chronological progression of resolution efforts, and final outcomes. Produce detailed reports on incident trends, performance metrics, and other critical data for strategic review by senior management.

• Resource Management: Efficiently manage resources to ensure that the incident management team is well-prepared and adequately equipped to address and resolve incidents swiftly.

• Post-Incident Analysis and Improvement: Conduct thorough reviews and provide constructive feedback on the Major Incident Review Report following significant incidents. Identify gaps in current practices and develop actionable items for improvements and preventive measures to enhance future resilience and response capabilities.

Job Specification *Qualifications(Basic Degree/Diploma etc)

• Bachelor\'s Degree or Professional Qualification in Computer Science/ Information Technology

Professional Qualification and/or Regulatory, Licensing requirements

• ITIL v3 Foundation Certificate and ITIL v3 Intermediate in IT Service Operation

Relevant Work Experience

• Minimum 5 years of Incident/Problem Lead
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3

Required Competencies and Skills *Competencies/Skills(Essential to succeed in this job)Competencies Skills

• Analytical Thinking: Ability to analyze incidents to quickly understand the breadth and impact.
• Decision Making: Must make quick and effective decisions to resolve incidents and reduce downtime.
• Stress Tolerance: Ability to remain calm and effective under pressure.
• Leadership: Able to lead and motivate a team during high-pressure situations.
• Adaptability: Must be flexible in handling unexpected challenges and changes in processes.

Technical/Functional skills

• IT Knowledge: Strong understanding of IT infrastructure such as mainframe, AS400, Unix and Wintel environment
• ITSM Tools: Proficiency in incident management software and IT Service Management tools.
• Communication Tools: Skilled in using communication platforms for coordinating responses.
• Documentation: Ability to document incidents clearly and precisely for future reference.

Personal skills (Soft Competencies [Core/Leadership])

• Communication Skills: Exceptional ability to communicate clearly and concisely, both verbally and in writing, to a variety of audiences. This includes the capability to translate complex technical issues into understandable terms for non-technical stakeholders.
• Decision-Making: Good judgment and the ability to make critical decisions under pressure, often with incomplete information.
• Organizational Skills: Excellent organizational and coordination skills to manage multiple incidents simultaneously and prioritize tasks effectively.
• Adaptability: Flexibility to adapt to rapidly changing situations and adjust strategies and tactics on the fly.
• Negotiation: Capable of negotiating with stakeholders to prioritize incidents and allocate the necessary resources for resolution
• Ethical Integrity: A strong sense of ethics and integrity, ensuring transparency and honesty in all aspects of incident management.

CIMB