Team Supervisor- IT Apps RTBSUPPORT SERVICES -Applications - RTB

The ITSM team is a group of experts managing ITIL practices. We are looking for a highly motivated and hands on individuals to take on a role of Major Incident Manager leading / managing a team of professionals to ensure the smooth functioning of the bank's application and processes. The incumbent will be responsible for MIM operations and ensuring that standard processes are followed in regards to incident, service request, and change and problem management and agreed SLA’s for the service.

• →Evaluate whether the incident reported is a Major Incident and run it through MIM cycle
• →Prioritizing incident according to their urgency and influence on the business
• →Logging incident ticket in ticketing tool and manage lifecycle, document chronology, actionable and resolution details.
• →Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls till the Major Incident is resolved.
• →Overseeing the incident management process and team members involved in resolving the incident.
• →Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• →Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• →Conducting a thorough analysis and preparing Major Incident Report for every MI after it is closed.
• →Ensuring that all the resolution procedures are updated in the knowledge base.
• →Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
• →Ensuring that the causes for all Major Incidents are analysed and root cause is identified.
• →Maintain Corrective Action and Preventative Action tracker and coordination till closure
• →Supporting and nurturing process improvements and knowledge base improvements
• →Continually maintaining and developing tools and resources to manage major incidents effectively
• →Providing periodic major incident metrics reports
• →Ensuring that SLA’s are met or exceed agreed targets.
• →Problem management – Identify incident trends creating problem tickets to ensure root cause is identified.
• →Approving, Reviewing  technical knowledge base documents to be used within the team
• →Work with internal stakeholders to identify and implement process improvements.
• →Working with external vendors to resolve service related incidents and reviewing published root cause analysis reports.
• →Work closely with other IT teams, CTB teams, BSG Teams to implement system 
• →Maintain accurate and up-to-date documentation of system processes and procedures 
• →Change and release management co-ordination
• →Ensure compliance with regulatory requirements and internal policies and procedures

• Strong knowledge of ITIL methodology (ITIL certifications must) with proven operational experience in previous roles.
• Exposure to industry standard ITSM tools (ServiceNow and Remedy strongly preferred)
• Experience with monitoring and observability such as with Appdynamics, Dynatrace, Splunk, Graphana or similar
• Understanding various domains and their functioning i.e. Linux Windows server OS, Middleware, Database, Network, Security
• Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins)

• Communication is core to the success of this role
• Evangelize adoption and use of tools, processes and technologies
• Lead engagements to encourage collaboration within and across teams
• Showcase roadmap and engagement model to relevant stakeholders; through write up, teams groups and webinars
• Documentation is core to maintain up to date information on use of tools, process and methodologies. [eg: wiki posts, white papers]
• Create internal training programs for new staff and upskilling of existing team
• Demonstrate humility, trust and transparency in the way we interact with individuals