Manager - Incident Management

Job Purpose:

The Manager – Incident Management executes the Bank’s end-to-end Incident Management function ensuring rapid service restoration, effective stakeholder communication, and adherence to IT Service Management governance. He/ She coordinates with the internal support teams and managed services partners, drives Major Incident handling, and ensures SLA and OLA compliance.

The Manager – Incident Management improves operational resilience by performing post-incident reviews, corrective actions, and continuous improvement in line with regulatory expectations.

Key Accountabilities:

• Owns and operates the full incident management lifecycle from detection and logging through resolution, recovery, confirmation, and closure under accurate supervision of the line manager.
• Handles Major Incidents (P1), initiates bridge calls, mobilizes response teams, handles investigations, coordinates recovery actions, and provides structured updates to stakeholders.
• Ensures accurate incident classification, prioritization, assignment, and escalation in line with defined SLAs and OLAs.
• Coordinates with the Service Desk, L2/L3 teams, Infrastructure, Applications, Security, and managed service partners to restore services safely and efficiently.
• Ensures timely, structured and consistent updates to the business and senior stakeholders regarding incidents communication.
• Ensures complete and accurate incident documentation, including timelines, impact assessments, actions taken, workarounds, and resolutions.
• Maintains and promotes a knowledge base to enable faster incident resolution and reduce recurrence.
• Drives post-incident reviews for major incidents and tracks corrective and preventive actions to completion.
• Coordinates with Problem Management to ensure root-cause analysis and permanent fixes for recurring or high-impact incidents.
• Coordinates with Change Management for emergency changes arising from incidents and ensures governance, approvals, implementation, and rollback controls are applied.
• Monitors incident trends, recurring issues, SLA performance, MTTR, and severity patterns and produces regular management dashboards and reports.
• Maintains and continuously improves incident management processes, templates, escalation matrices, and operating procedures.
• Ensures alignment of incident management practices with Bank policies, audit requirements, and regulatory guidelines.
• Supports audits and compliance reviews by providing incident evidence, traceability, and timely closure of findings.

Qualifications and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• A professional certification in IT Service Management or IT Change Management (E.g ITIL, ISO/ IEC 2000, COBIT, Prosci …ect.) is desired
• Minimum of 5 years of experience in a similar role in IT Service Management or IT Change Management within a regulated banking environments.
• Strong working knowledge of ITIL-based Incident and Problem Management practices, including Major Incident coordination.
• Experience using ITSM tools for ticketing, SLA tracking, reporting, and dashboards.
• Proven ability to manage incidents in high-pressure and business-critical environments.
• Awareness of the latest CBO and local governance regulations.

** Applications will be accepted until 06-Mar-2025 at 2:00 P.M

Submissions received after this date and time will not be considered **