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  • Job reference: RMS0159278

Incident Manager

  • Sector: ICT
  • Location: Bangkok
  • Job type: Contract
  • Date posted: 21/07/2015
  • Time left:
    d h m s
    (11/08/15)
This vacancy has now expired.
The Role:
-Software deployment projects at banking for branch roll out.
-Responsible for delivery desktop management, incident management, problem management for branch intelligence project implementation.
-Manage a team of 3-4 of Technical Analysts.

More job spec.:
Role and Responsibility

War Room/Incident Manager
o Responsible for ensuring that all aspects of the communication, progress and incident process are being managed and followed;
o Communicates the status of releases and their contents in business terms;
o Ensures that coordinators are assigned specific branches and not overloaded;
o Serves as an escalation channel for direct reports;
o Serves as an escalation channel to ensure that operational incidents get solved;
o Leads incident resolution with a high focus on resolving incidents quickly;
o Communicates new procedural workarounds to all related parties

Technical Analyst
o Identifies quickly the nature of the incident and assign to correct owner for investigating;
o Escalates problems (incidents that cannot be solved and/or identified owner) to the analyst teams;
o Follow up the workarounds and/or resolution from related parties (Application owner, Desktop lead, Infrastructure lead etc.).

War Room Helpdesk Lead
o Communicates helpdesk tickets which cannot be solved to the Incident PMO;
o Monitors the War Room Helpdesk Teams for incident trends;
o Analyse duplicate incidents and informs the Incident PMO accordingly.
• Incident PMO
o Appoints the incident to one of the analysis teams or escalates to the infrastructure or desktop lead;
o Records any updates and keeps the Incident Manager informed;
o Provides roll-up reports to the War Room Managers and Incident Managers;
o Requests Rollout Admin for PD meetings and coordinates their paging;
o Analyzes incident reports for trending incidents and arranges meetings with teams to structurally resolve these incidents.
o Update the business and technical FAQs to reflect learnings
o Translate Thai to English helpdesk entries

Essential Skills / Qualifications:
-5-8 years project management.
-Background banking is a must
-Good Thai communication skill
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