AVP, SNOC Incident Manager, EASRE, Technology & Operations

Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. This is a critical role in Technology & Operations (T&O). You will assist in transforming the team with Command & Control, Augmented Intelligence, coupled with AI/Ops, Machine Learning and Hyper Collaboration into the environment. Responsibilities • Verify the severity of incidents at all levels to ensure the appropriate incident management process is executed. • Assess and categorize incidents based on their impact, urgency, and priority, in alignment with predefined incident management guidelines. • Collaborate with relevant stakeholders, including support teams and subject matter experts, to gather necessary information for incident severity assessment. • Provide clear and concise communication to stakeholders, including senior management, regarding incident status, impact, and resolution plans. • Maintain accurate and up-to-date records of incident severity assessments and associated actions taken. • Continuously evaluate and refine the incident severity assessment process to improve its accuracy and efficiency. • Provide guidance and support to the incident management team in accurately assessing incident severity and executing appropriate actions. • Monitor and report on the performance of the incident severity assessment process, identifying areas for improvement and implementing corrective measures as needed. • Conduct thorough incident post-mortems to analyze root causes, identify areas for improvement, and implement corrective actions. • Drive operational productivity through process automation. • Foster collaboration across platforms and SMEs from other lines of business to align IT strategy with the bank's business needs and objectives. • Implement and lead successful SRE journeys. • Stay up to date with industry best practices and emerging technologies related to incident management and resolution. Possess excellent knowledge of technical and modern application design, event monitoring capabilities, AIOps, productivity tools, and implementation best practices. • Lead in major incident management by leading the command and control and oversight all key recovery activities and escalation upwards. Requirements: • Bachelor's Degree in Information Technology, System Engineering, or a related field. • Proven experience in major incident management, preferably in a security operations or network operations environment. • Strong knowledge of incident management frameworks, processes, and best practices. • Familiarity with security technologies, tools, and solutions used in incident detection, response, and remediation. • Strong knowledge of IT Service Management, ITIL, and COBIT. • Excellent leadership and team management skills, with the ability to motivate and guide a team of incident responders. • Strong analytical and problem-solving abilities, with a keen attention to detail. • Excellent communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical stakeholders. • Demonstrated ability to work collaboratively with cross-functional teams and stakeholders at various levels of the organization. • Knowledge of regulatory requirements and industry standards related to incident management and data privacy. • Working experience in IT Systems and IT software in a banking environment is an added advantage. Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.