Incident Management Analyst, Group Technology

Overview

Supports the service delivery of information and technology (IT) services and works with teams within the IT Department together with establishing relationships with staff within the bank, other entities within the group and external parties/vendors, to provide services with a high degree of commitment and timeliness in meeting established performance standards and user satisfaction. The incumbent shall ensure that staff/users benefit from their expertise through the services, advice and recommendations.

Responsibilities

• Coordinate and restore a failed IT Service as quickly as possible.
• Determine if an incident needs to be escalated according to priority and severity of the issue.
• Escalate unresolved incidents/escalations with support.
• Act as the point of contact for major/significant impact incidents.
• Carry out the respective reporting procedure as per the Incident Management procedure.
• Perform i...