Incident Management Specialist

Job Title- Incident Management Specialist

Location-Bangalore, India

Role Description

The purpose of the Major Incident Management (MIM) function is to ensure that service/business impacting Incidents and/or high risk Production IT Incidents are managed consistently and effectively in adherence to the Major Incident Escalation processes and procedures.

Major Incident Managements function’s primary objective is to restore production service as quickly and effectively as possible in order to prevent or minimize disruption to the business and minimize any associated reputational, financial or regulatory impact.

• Providing a 24x7 Incident Management Support function.  via the ‘Follow the sun principle
• Providing a 24x 5 Incident Management Function (with on-call Weekend support), facilitating and managing business impacting and potentially business impacting Incidents (Priority Critical, Priority 1, Priority 2 & Priority 3- Critical)
• Providing consistent, accurate and timely stakeholder communication of managed Incidents, active and resolved.
• Provision of Incident reports and associated management commentary
• The provision and maintenance of Key Operating Procedures aligned to Deutsche Bank’s Production Policies
• Providing Incident Management process and tool training and training material (presentations, guides, e-modules)
• Management of Incident management and Major Incident Escalation governance processes and service improvements

Ensuring the timely update and management of the GIM Dashboard: Command Center

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Management of Low Severity Incidents
• Scribe & record all details during Incident Management bridge calls and support L2 Incident Manager when requested
• Document timeline of key elements during an Incident with clear status & ownership to aid handover to  Problem Management
• Provide Communication through verbal or written updates to Incident Manager when requested
• Undertake Hierarchal and Functional Escalation
• Adhere to Incident priorities and escalation procedures
• Continuously update work instructions
• Prepare Incident Managers handbook, regular updates and maintenance, including Incident Reporting Guidelines & Incident Manager Reference Guide
• Follow process metrics
• Documentation of risk and compliance issues and indicators
• Reporting
  • Report weekly, monthly, quarterly and yearly KPI(s)
  • Create reports on regular basis to Senior Management and Incident Managers internally.
  • Provide metrics on trend analysis and ticket data as preparation for meetings and workshops.
• Initiate and perform the incident management QA-Cycle.
• Support the organization in providing information to support audit requirements.                                                     
• Prepare and document the Incident Manager handover, by region
• Undertake Continual Service Improvement activities
• During non-core hours and at weekends proving operational management of the Incident Management Support team

Your skills and experience

• Experience in managing Incidents
• Very Good listening Skills
• Integrity, trust & fairness
• Excellent communication, written and verbal
• Analysis & problem solving
• Relationship building
• Good customer service skills
• Business & Product knowledge
• Technology knowledge & expertise
• Openness to innovation & change
• ITIL Foundation/Practitioner in Incident Management

You will be: (Skills/Competencies)

• A strong team player
• Tenacious
• Ability to work under pressure
• Ability to handle conflicting situations
• Very good time management and organisation skills
• Excellent communication and listening skills
• Attention to detail
• Required to work shifts and weekends
• Able and confident to challenge professionally
• Assertive
• Calm and considered approach
• Excellent Problem Solving Skills
• Ability to lead virtual teams
• Ability to translate technical detail into business language

Top 5 attributes/competencies/skillset/qualities of the ideal candidate:

• Ability to work under pressure
• Ability to lead virtual teams and local teams
• Excellent communication and listening skills
• Ability to handle conflicting situations
• Tenacious

How we’ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

https://www.db.com/company/company.htm

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.