Junior Support Analyst

About the Role

The IT Major Incident Manager – Team Member position within the CIB2S CTO Office – Business Services team is a critical role responsible for managing IT Major Incidents across all CIB2S applications. This role serves as the primary point of contact for the business during major incidents and acts as a reference for IT Major Incident Management. It requires interfacing with geographical regional centers to provide follow-the-sun coverage for IT incidents.

Key Responsibilities

• Ensure incidents are managed efficiently, economically, and effectively by following established procedures and processes.
• Act as an escalation point of contact for major incidents not resolved within agreed service levels.
• Manage crisis situations through to resolution with clear verbal and written communications.
• Perform an unbiased role across all teams, managing inter-team communications and making impartial decisions.
• Coordinate post-incident resolution activities, including incident reviews and the production of business incident reports.
• Develop and maintain good working relationships with local and global teams.
• Liaise with user communities to meet support and service requirements.
• Conduct service improvement meetings with various geographical user base locations.
• Adhere to and respect appropriate departmental procedures, processes, and practices.
• Contribute to daily, monthly, and quarterly reporting requirements, including key performance and risk indicators.
• Share knowledge and experience with other team members and the wider IT department.
• Hold process awareness sessions to increase team visibility and position within the organization.
• Contribute to and uphold improvements to the Major Incident Management process and procedures.

Requirements & Tech Stack

• ITIL disciplines including Incident, Problem, Change, Request Management, and Service Transition.
• Hands-on experience with major incident and/or crisis management processes.
• Experience within the financial industry is preferred.
• Experience preferably in Banking or Financial sector will be an added advantage.
• ITIL Foundation is preferred.
• Knowledge of a wide range of ITIL based processes.

Qualifications

• Communication skills (oral & written)
• Decision Making
• Ability to collaborate / Teamwork
• Critical thinking
• Ability to understand, explain and support change
• Ability to develop and leverage networks
• Ability to develop and adapt a process
• Bachelor Degree or equivalent
• Ability to stay calm under pressure.
• Pro-activeness and ownership/accountability for IT incidents.
• Precise and concise message delivery.
• Approachable and responsible for handling and managing reported issues.
• Good working relationships with existing geographical service delivery teams.