Incident Manager (Production Support)
Job Overview
A subsidiary of Indosuez Wealth Management, the wealth management arm of the Crédit Agricole Group, Azqore is an international company specializing in Information Systems outsourcing and Banking Operations Processing for private banking players.
We provide our customers with an Integrated Information System (S2i), and a full range of digital banking products and services.
We also handle our customers' back office operations from three hubs, in Switzerland, Portugal and Singapore. By 2020, Azqore will have more than 200 billion (CHF) in assets under management, represented by some thirty banks.
Our Banking Operations department stands out for the excellence of its unique tailor-made service, recognized by customers and the market alike. Nearly 200 employees work closely together in Switzerland, Portugal and Singapore to handle the banking operations of demanding customers.
The Incident Manager will be part of the production support team, working on the resolution of issues raised by users. Incident manager is in charge of supervising and monitoring incidents within AZQORE, lead and facilitate the resolution and closure of the incidents conforming to the SLA. He/she will engage the relevant domain experts for resolution, track the incident throughout its lifecycle and communicate the status to relevant stakeholders. As part of the incident management process, prepare and document post mortem (with action plans) for major incidents and communicate to relevant stakeholders in a timely manner.
👨🔧 Your responsibilities
Analysis, development and estimations activities:
- Actively collect necessary information for incident communications and incident reports action plans from AZQORE teams.
- Analyze the information gathered from experts and summarize it in a comprehensive manner.
- Activate crisis meetings and calls when necessary.
Management and supervision activities:
- Write detailed incident report and perform timely communication to the stakeholders.
- Write and adhere to incident reports action plan.
- Take part in incident management process improvement.
- Regularly update and document procedures.
Communication and client contact activities:
- Publish incident communications, updates and action plans.
- Lead crisis unit.
- Communicate necessary information to manager.
- Participate to the resolution ticket which may become an INC or not.
Control Activities:
- Ensure that SLAs and OLAs are met in terms of incidents.
- Supervise the updating and closing of corresponding incidents in the JIRA tool.
🧙♂️ Your core competencies
You have a Bachelor's Degree in Computer Science or equivalent
Minimum 8 years' experience in IT client service/ incident management roles within banking industry
Good knowledge of banking domain, operating systems, networks, applications, incident management, ITIL process.
Technical knowledge required: Systems Architecture, applications architecture, network, virtualization, server management, desktop service, mobile, security tools, ITIL process.