Job Description
Retail Bank Incident Manager Retail Bank Incident Manager manages the lifecycle of all unplanned interruptions, malfunctions, and quality reductions for applications, hardware, infrastructure, or facilities issues impacting the Retail Bank or banking centers.
The main goal is to follow incident management protocols and serve as liaison between the incident team, other Business Units, and the banking centers.
The Incident Manager will prepare statistics, KPI and trend reports, identify problems through the review and focus on optimizing processes and collaborating with other business unit incident management teams to ensure that all protocols are diligently followed. Position Responsibilities
Incident Management
- Oversee incident management process for the Retail Bank. Triage incidents, assess the impact to the Retail Bank and Banking Centers and accurately represent the impact to ensure appropriate prioritizationCollect and provide data to assist with troubleshooting and remediation effortsUnderstand downstream impacts for risk, compliance, and customer service
- Support Technology & Operations on resolving the incident quickly and efficiently.
- Serve as a point of escalation for technical and general troubleshooting.
- Second line support for incident management problems and issues related to select applications.
- Provide support in a 24x7 data center and / or 24x7 on-call support.
- Act as representative for the Retail Bank on the National Business Continuity Planning Team.
Reporting and analytics
- Tracking of incidents and creation of dashboards to help monitor issues
- Use of reporting to understand trends or highlight repeat issues
- Creation and management of a resource repository
Process mapping and improvements
- Analysis, creation and / or improvements of alternate processes for use during outages
- Participate in and provide consulting and planning guidance on short term and long-term planning to meet ongoing business and operational needs
- Identify and evaluate projects / programs / initiatives and design processes that enhance and rationalize existing and upcoming solutions.
Communication
- Alerting and updating Sr. Management
- Communicating with the front line and stakeholders
- Providing succinct updates to ensure awareness
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Retail Bank Incident Manager manages the lifecycle of all unplanned interruptions, malfunctions, and quality reductions for applications, hardware, infrastructure, or facilities issues impacting the Retail Bank or banking centers. The Incident Manager will prepare statistics, KPI and trend reports, ...
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