Incident Manager

About the Company 

RBL Bank is one of India’s fastest-growing private sector banks with an expanding presence across the country. The Bank offers specialized services under six business verticals namely: Corporate & Institutional Banking, Commercial Banking, Branch & Business Banking, Retail Assets, and Treasury and Financial Markets Operations. It currently services over 11.53 million customers through a network of 502 branches; 1,418 business correspondent branches (of which 289 banking outlets) and 414 ATMs spread across 28 Indian states and Union Territories.

Job Role: Incident Manager

Job Summary:

We are seeking a highly skilled and motivated Incident Management Specialist to join our team. As an Incident Management Specialist, you will be responsible for coordinating and managing all aspects of incidents within our organization. Your primary goal will be to minimize the impact of incidents on business operations and ensure timely resolution.

Responsibilities:

•  Ensuring timely response, escalation, and resolution of Incident according to established protocols
•  To assess the severity and impact of incidents, prioritizing them based on their potential risk to the business and determining the appropriate level of response and resources required.
•  Collaborate with cross-functional teams, including IT, operations etc. to ensure effective incident response and resolution. Facilitate communication and coordination among stakeholders throughout the incident lifecycle.
•  Maintain accurate and comprehensive incident records, including detailed descriptions of incidents, actions taken, and outcomes. Generate incident reports and provide post- incident analysis to identify root causes and preventive measures.
•  To maintain Incident trackers and documenting RCA’s.
•  Continuously review and improve incident management processes, policies, and procedures to enhance efficiency, effectiveness, and overall incident response capabilities.
•  Develop and execute communication plans to provide timely and accurate updates to stakeholders during incidents. Coordinate internal and external communication to manage expectations and ensure transparency.
•  Conduct training sessions and workshops to educate employees on incident management best practices, response procedures, and the importance of reporting incidents promptly
•  To conduct PIR (Post Incident Review) meetings.
•  To perform Incident Trend Analysis.
•  Focussing on automating tasks on ITSM tool.
•  Handling audits pertaining to Incident Management Process
•  Ensuring that Incident Management KPI’s are consistently being met.
•  Risk identification & maintaining it over Risk register.
•  Responsible for identifying opportunities for Continual service improvement.
•  Accountable for Incident Management Reporting & Metrics

Qualifications:

•  Proven experience in Incident management or related IT service management roles.
•  In-depth knowledge of Incident management processes, methodologies, and tools (e.g., ITIL).
•  Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
•  Experience in facilitating Incident management meetings and driving cross-functional collaboration.
•  Familiarity with problem management, change management, and service desk processes.