Job Description

Company Descriptionis a global financial technology company that's helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societxc3xa9 Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia's Universe: Digital Banking Platforms.

• xc2xb7Major Incident Ownership:
• Act as the primary point of contact for all Major Incidents, ensuring effective coordination and the seamless flow of information between all involved parties.
• Take ownership of end-to-end incident resolution, from logging and categorization to final closure.
• Incident Management Responsibilities:
• Ensure all incidents are accurately recorded, categorized, and routed to the appropriate resolver groups in a timely manner.
• Monitor incident aging and take proactive actions to minimize resolution delays.
• Manage communications with customers, vendors, and internal stakeholders to provide timely updates and progress during live incidents.
• Facilitate bridge calls and collaboration between resolver teams to expedite incident resolution.
• Reporting and Post-Incident Activities:
• Compile and distribute Major Incident Reports (MIRs) within specified SLAs, ensuring a comprehensive and accurate summary of the incident and its resolution.
• Document root cause analysis (RCA) and collaborate with Problem Management to ensure follow-up actions are tracked and completed.
• Maintain a Major Incident database to record disruptions, downtime, and incident trends.
• Proactive Incident Management:
• Analyze incident trends using tools like Pareto analysis to identify recurring issues and propose service improvement plans.
• Drive continuous service improvement initiatives by collaborating with service desk teams, process managers, and senior IT management.
• Proactively identify gaps in processes and raise improvement proposals as part of the Continuous Service Improvement process.
• Stakeholder Collaboration:
• Work closely with Service Desk, Change, Problem, and Knowledge managers to ensure efficient process integration and alignment.
• Ensure all stakeholders, customers, and end-users are informed of key updates and upcoming events, including forward schedules of changes or activities.
• Process Governance and Communication:
• Monitor and report on the effectiveness of the Incident Management process by designing metrics and KPIs to track performance and quality indicators.
• Conduct reviews of major incidents with resolver groups and stakeholders to identify improvement opportunities.
• Present and promote the Incident Management process to internal teams and customers, ensuring alignment and awareness.
• Service Improvement and Metrics:
• Develop and maintain appropriate reporting frameworks to measure incident resolution performance and identify areas of improvement.
• Provide regular performance reports and insights to senior IT leadership to drive strategic decisions.

Total Experience Expected: 06-08 yearsQualificationsMinimum Qualifications

• Experience and Certification:
• Minimum 5+ years of experience in Incident Management, with proven expertise in managing major incidents.
• ITIL V3/V4 certification is required, with a strong understanding of ITIL Incident Management methodologies.
• Hands-on experience working with ITSM tools (e.g., Alemba, Jira ITSM).
• Incident Management Skills:
• Demonstrated experience in managing high-priority incidents (P1/P2) from initiation to resolution while minimizing impact on business operations.
• Proven ability to drive incident investigations, coordinating cross-functional teams to ensure swift resolution and root cause identification.
• Expertise in establishing and managing bridge calls, TEAMS groups, and real-time communication channels to ensure effective collaboration during outages.
• Proficiency in providing timely updates and notifications to both internal and external stakeholders during incidents.
• Reporting and Documentation:
• Skilled in documenting the chronology of events, creating Major Incident Reports and publishing these reports to customers in a timely manner.
• Ensure follow-up actions and root cause analysis are documented and addressed.
• Maintain accurate and comprehensive customer-visible communications appended to the incident record.
• Communication and Stakeholder Management:
• Excellent communication skills, including preparing clear, concise, and persuasive written communications and presentations for varied audiences.
• Ability to manage strong relationships with customers and stakeholders, demonstrating empathy and professionalism during incidents.
• Analytical and Problem-Solving Skills:
• Strong analytical, decision-making, and problem-solving capabilities, including assessing Requests for Change (RFCs) and evaluating risks during incidents.
• Ability to facilitate smooth transitions of resolved major incidents to Problem Management for root cause investigation and long-term fixes.
• Flexibility and Availability:
• Willingness to provide on-call support and work outside regular business hours to ensure incident management coverage.
• Additional Attributes:
• Understanding of incident prioritization and escalation processes.
• Proactive approach to identifying gaps in incident management processes and recommending process improvements.
• Familiarity with Service Level Agreements (SLAs) and ensuring compliance during incident handling.

Preferred Qualifications * Certifications and Methodologies:

• ITIL Intermediate certification or higher is highly desirable.
• Strong understanding of Incident, Problem, and Change Management processes under the ITIL framework.
• Service Management Expertise:
• Experience with service management and monitoring tools such as ServiceNow, BMC Remedy, SolarWinds, or similar platforms.
• Demonstrated experience in managing events and alerts, ensuring timely responses to minimize business impact.
• Leadership and Collaboration:
• Proven experience in leading and influencing cross-functional teams, including managers, vendors, and customers, to deliver business-focused solutions within tight deadlines and budget constraints.
• Ability to foster strong collaboration and partnerships across teams and stakeholders.
• Problem-Solving and Adaptability:
• Strong adaptive problem-solving skills, capable of analyzing and addressing complex, undefined, or evolving challenges in a dynamic environment.
• Evidence of creative and critical thinking to deliver practical and effective solutions.
• Technology Awareness:
• Up-to-date knowledge of emerging technologies, IT best practices, and industry trends.
• Familiarity with modern monitoring techniques and automation tools to enhance incident detection and resolution.

Additional InformationAt our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.All of our positions are open to people with disabilities.

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