Reports to : Head of RTB (IT)

Experience: 10-15 years

Role : Incident Management, ITIL, Problem management, Change management, SLAs, KPI,

Industry : BFSI (Preferred) :

1. Skills Required:

a) The educational qualification of CIM (Change and Incident Manager) should be an engineering graduate.

b) The candidate should have minimum 10-12 years experience in Incident support.

c) Knowledge on Remote Desktop Application & Networking skills.

d) Should have a thorough knowledge of REMEDY system (mandatory)

e) Ability to establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

f) Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work

g) ITIL Knowledge and Certification

2. Soft Skills:

a) Good communication skills required.

b) Should be able to escalate & manage issues following escalation matrix as instructed.

c) Adhere to the processes defined and procedures.

d) Should have the ability to handle the external teams and vendors and communicate.

3. Key Competencies:

a) Understanding and adhering to Service Desk & Incident Management processes.

b) Knowledge on SLA and KPIs.

c) Proactive and good listener.

d) Ability to understand and follow the process defined.

e) Ensure Customer Satisfaction.

f) Flexible to work on Saturday's and non-working days as required and as per the Bank's policies.

g) Should be able to perform under pressure.

4. Broad Scope of Work/Job Profile: Main responsibility of CIM is to ensure end-to-end coordination & communication for Major Outages to Key stakeholders.

The specific responsibilities of CIM are given below:

Coordinate and Collaborate with multiple technical teams viz., Applications, Infrastructure and other stakeholders across to resolve the incident.

a) Escalate issues not ensuring to meet SLAs.

b) Take complete ownership of incidents reported & drive the same until resolution with end-to-end communication and Closing Loop.

c) Prioritize the incident depending upon the criticality & follow protocols.

d) Timely communication of Critical incidents to all Stakeholders.

e) Update Incident Manager with status report

f) Ensuring a robust Knowledge Base is built for a strong support and ease of reference for easy resolution for future issues.

g) Review, Audit, Monitor and provide Management controls to meet the SLAs

h) Single point of contact for Change Management

i) Oversee Day to Day operations and manage the team

j) Maintenance of Change Database

k) Process compliance

l) Review of Report areas of improvement on On-Going basis

m) Carry out Group Maintenance for Change groups defined in Change database

n) Participate in Change Approval Board meetings.

o) Reporting and tracking changes done in the environment

p) Ensuring all the RCA's are in place and closure of RCA's (root cause analysis)

q) Provide standardized reporting to the management on change/incident/problem management, including trend analysis and recommendations

r) Propose processes improvement by capitalizing on incidents, communication failures, recurring incidents, etc

s) Ensure the incident management process works towards a - Zero Tolerance for Errors- model.

t) Management of the AHD - Applications Help Desk- which is the first level of App help desk for internal users.

Outage Management:

a) Critical Incident Management

b) Invoke Escalation and Notification Process

c) Bridge between Business and various teams working on the incident

d) Chair calls / conferences as per the need

e) Analyze Impact and device plan of action

f) Broadcast Management

g) Categorize the incidents at the right level ie., P1, P2, P3 - P4 etc.

Regulatory Reporting Management :

1. Coordination with IT Compliance teams to provide regulatory data from the data maintained.

2. Quarterly RBS Tranche Data reports publishing

3. Managing internal and RBI Audits from time to time.

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