Service Management Analyst

The Level 2 Incident Manager role is part of the Global Incident Management Function within Group Technology Production business unit.

Global Incident Management provide a follow the sun 24/7/365 support to manage and co-ordinate Major Incidents (Priority Critical, Priority 1 and Priority 2 and Priority 3 Critical)

Incident Management Level 2 Primary focus is to manage Major Incidents to resolution

Your key responsibilities

• Executes the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions
• Acts as a direct escalation point for Incidents from the Incident Mgmt. Support Team
• Provide Global Incident Management presence in the Command Centre as and when requested
• Ascertains and confirms the full business impact related to Incidents
• Manages Severity Critical, Severity 1 and Severity 2 Incidents
• Undertake all communications related to management of Incidents and resolving conflicts
• Co-ordinating global conference calls to investigate and diagnose Incidents and drive resolution
• Identifying and documenting key risks/process issues or concerns observed during the management of the Incident for handover to Problem mgmt
• Interfaces with key stakeholders in a highly pressurised environment, with the ability to engage individuals across a range of backgrounds and levels of seniority.
• Supporting the continuous Service Improvement Programme

Your skills and experience

• Ability to listen and understand without interruption
• Calm, controlled and level headed, rational, especially in stress situations
• Good understanding of banking business
• Negotiation & conflict resolution
• Objective and decisive
• Integrity, trust & fairness
• Strong communication skills, written and verbal
• Analysis & problem solving
• Ability to arbitrate at all levels of the organisation
• Relationship building
• Customer & Service Orientation
• Business & Product knowledge
• Technology knowledge & expertise
• Openness to innovation & change
• ITIL Foundation/Practitioner in Incident Management
• Acceptance to work over hours and weekends in an On Call capacity
• Experience of managing Global Teams
• The Incident Manager will be able to work well under pressure, and deal with demanding stakeholders across the business.
• Deep process understanding of Incident Management
• Ability to manage senior stakeholders