Incident Manager - BFSI

Essential Functions of the Job:

- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

- Remediate deviation of a process for its particular division/department/school

- Point of contact for all major Incidents

- Responsible for communicating with the Incident Process Owner

- Point of contact for all major Incidents

- Responsible for the effective implementation of the "Incident Management" process and carries out the respective reporting procedure.

- Represent the first stage of escalation for Incidents

- Monitor the workload

- Monitor the incidents to ensure that the Service Level Agreement are respected

- Identify, initiate, schedule and conduct incident reviews

- Ensure the closure of all resolved and end-user confirmed Incident records

- Provide guidance to the Incident Process Coordinators

- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.