Incident Management Support

Vor Ort
4 months
Roc search
Frankfurt am Main
flag_no Deutschland

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Dear Madame or Sir,

for a leading Investment Bank in Frankfurt we are looking for a contractor within Incident Management Support to start ASAP. Please find the exact discription below:

The Incident Management Support team are to support the Incident managers to ensures the efficiency and effectiveness of the Incident Management process by monitoring key indicators to judge, control, steer and measure, report, compare and manage the process.

They have a responsibility to assist the Incident Managers by providing key information to aid the understanding of an incident whilst helping to provide data to assess and resolve Incident's as they occur;ensuring correct impact is determined, escalations are managed, communication is controlled (and is clear, succinct and factual) whilst at the same time focusing the efforts of the required teams to recover service as quickly as possible. They will act as the scribe during each Incident, providing information to the Incident Managers during and post incident, both directly and within the Incident Management tool.

They will assist the Incident Managers by providing correct and clear reporting to the Problem Management function to ensure efficient root cause analysis for complete remediation.

It is also their responsibility to support the continuous improvement program, control reports and make them available to Users and Customers.

Aunderstanding of the Incident Management process is required to be a member of this team.

Professional and personal skills:

*Ability to listen and understand without interruption

*Integrity, trust & fairness

*Communication, written and verbal

*Analysis & problem solving

*Relationship building

*Customer & Service Orientation

*Business & Product knowledge

*Technology knowledge & expertise

*Openness to innovation & change

*ITIL Foundation/Practioner in Incident Management

*Acceptance of over hours and shift work

Please specify briefly relevant responsibilities

*Scribe & record all details during Incident Management bridge calls

*Document timeline of key elements during an Incident with clear status & ownership to aid handover toProblem Management

*Provide Communication through verbal or written updates to Incident Manager

*Contact resources, regardless of their position, to participate in conference calls when requested by Incident Managers

*Adhere to Incident priorities and escalation procedures

*Continuously update work instructions

*Prepare Incident Managers handbook, regular updates and maintenance, including Incident Reporting Guidelines & Incident Manager Reference Guide

*Follow process metrics

*Documentation of risk and compliance issues and indicators


oReport weekly, monthly, quarterly and yearly KPI(s)

oCreate reports on regular basis to Senior Management and Incident Managers internally.

oProvide metrics on trend analysis and ticket data as preparation for meetings and workshops.

*Initiate and perform the incident management QA-Cycle.

*Support the organisation in case of Audits and other Reviews.

*Attend on regular Service Status Meeting with IBM, GroGa, PCB-IT, IB-IT, AM-IT, GTB and others

*Prepare and document the Incident Manager handover, by region

*Attend on IBM Procedures Manual review.

*Provide 24*7 Cover- onsite shift work to support the global function and regional teams

PLease send me your CV in english and in WORD! PDF CV's will not be considered for an application.

Best regards,

Eduard Libelt