Responsibilities
Pre-Incident
- Receives incident reports from internal users of the Bank.
- Validates classification of incidents as a major incident / disruption.
- Serves as the point of contact for all major/critical incidents
During Incident
- Manages / Performs the internal notification, executive alerts and escalation activities up to service recovery
- Determines scope of disruption with the support teams.
- Leads the recovery for all major incidents / disruptions
- Accountable for the Technical Incident War Room
- Ensures that reported incidents are ticketed and tracked
- Forwards incident reports to concerned units for resolution/updating.
- Coordinates with concerned support groups and personnel when major/critical incident occurs
- Logs significant updates to the tickets when available.
Post Incident
- Conducts incident reviews as requested
- Creates reports as requested for major incident or disruption
- Recommends incidents that may be converted into problems.
Other Tasks
- Drives Initiatives to reduce incidents or optimize recovery
- Drives initiatives to reduce escalation and recovery time
- Serves are a Resource person in documenting and referencing current and previous incidents.
- Participates in system/application test activities when requested.
- Participates in planned and unplanned disaster recovery activities when assigned.
- Performs other duties as may be assigned from time to time.
