Team Manager - Incident Management - ITIL V3

We have a URGENT requirement of a very good candidate for the role of Team Manager - Incident Management aligned to the Technology Group within the Captive Shared Service Centre based in Chennai.

Reports to - Local TechOps Lead (Primary) & Global Head of Incident Management (Secondary)

Direct Reports - Local Incident Management Support Team

Indirect Reports - Global Incident Management Support Team

Key Responsibilities:

- Team Management & Incident Management Process

- Manage the day to day operations of the local IM Support team.

- Manage and direct Incident categorization, allocation and assignment.

- Manage incidents to closure as required.

- Track outages and their validity as per the business impact.

- Provide training and assistance to the incident managers.

- Ensure all activities within the incident management team are as per functional process.

- Perform skills assessment to ensure required capability for operations.

- Manage all direct staff performance, recruitment and coverage.

- Maintain team tools for timely communication of incidents to subscribers and key stakeholders.

- Maintain and manage all team level training & development requirements.

- Ensure effective communications with Service Desk for High Sev incidents.

Quality Assurance:

- Ensure standardized and consistent quality process across the IM Support team.

- Perform random sampling of incidents to identify staff performance and standards are maintained to an excellent level.

Process re-engineering:

- Assist in managing process governance for Incident Management processes.

- Simplify processes through Lean methodologies.

- Automate manual activities.

- Service transition process

- Ensure trainings for new services commissioned are cascaded.

- Ensure adequate technical information available with the team for new services.

KEY RELATIONSHIPS FOR:

- Senior Incident Managers - Highly effective delivery of IM service.

- Problem Management Team - Effective and Seamless communications channel of

- Service Desk Team Managers all incidents for adequate provisioning at front end.

- PSS CSI team - Channelize improvement initiatives to PSS

- Technology Service Managers for collaborative efforts

- Business Relationship Managers (CTM) - Service resumption process and maintenance of crash lists

- External IT Vendors (ATOS, Wipro)

- Service resumption

- GRD Tools Team - Automation of manual activities

Remedy Support - Remedy related requirements

- Octopus/MDIS team - Stability and effectiveness of our notification system

Key Measures:

- Compliance to the Incident Management Key Operating Procedures

- Strict adherence to the IM Working Instructions.

- Ensure that relevant stakeholders are well engaged and to be the key escalation point for stakeholders to address issues on critical incidents

- Effective and constant engagement with team members/colleagues in order to achieve set performance targets for High Severity Incidents

- Facilitate knowledge gathering and sharing on critical systems/services to better improve incident management activities

- Surface business issues affecting the overall solution and manage implementation of any remedial action

- Ensure process risk mitigations and deliverables in line with Audit requirements

- Adherence to the specified standards of Quality and Audit / Risk requirements

Qualifications / Experience / Skills :

- 8+ years of exposure in IT within Financial Services

- Demonstrable team management experience

- Banking / Financial Services experience highly desirable

- Extensive knowledge on IT Service Operations and ITIL principles

- Experience in managing critical and high impact situations related to technology failure

- Experience analyzing hardware and software problems and making a diagnosis quickly

- High degree of logical, analytical, & communication skills

- A very robust personality prepared to manage conflict and pressured environments

- Strong ethics, loyalty and genuine concern for the needs of others

- Ability to deliver consistent results under pressure

- Metrics Driven

- Self Learner/Quick Learner

- Proven ability to multitask

- Demonstrated conflict resolution skills

- Preferable knowledge in technology especially Banking applications and Data center domain

- Preferably ITIL V3