Incident Manager at APA Life Assurance Company Ltd

We are looking for a dynamic incident manager to join our Digital Factory. In this role, you'll be in charge of leading the incident management process to resolution and restoring our Digital services swiftly. You will also log and categorise recurring incidents to improve incident management protocols. To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during incidents.

KEY PRIMARY RESPONSIBILITIES

• Overseeing the incident management process and team members involved in resolving the incident
• Collaborating with the incident management team, internal departments and/ or vendors to ensure that all protocols are diligently followed
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks
• Responding to a reported service incident, identifying the root cause, and initiating the incident management process
• Logging all incidents and their resolution to see if there are recurring incidents
• Prioritising incidents according to their urgency, impact on the business and disruption to users
• Follow a prioritisation process that is transparent and understandable for all parties involved
• Developing and maintaining adherence to incident management protocols
• Promote and drive the continuous improvement in incident management process to ensure its effectiveness
• Communicating with Head of Digital if major issues occur and on any reoccurring incidents.

ACADEMIC QUALIFICATIONS

• Bachelor's degree in information technology, engineering, or a related field

JOB SKILLS AND REQUIREMENTS

• Excellent managerial skills and ability to collaborate with team members
• Excellent influencing skills and the ability to liaise with multiple stakeholders at all levels, both internally and externally
• Proven ability to drive change and constant improvement.
• Strong problem-solving, analytical, and time-management skills

PROFESSIONAL QUALIFICATIONS

Any of the following qualifications will be an added advantage:

• Information Technology System Management (ITSM)
• CREST Certified Incident Manager (CCIM)
• Major Incident Manager (MIM)
• ITIL Master in IT Service Management (ITIL M)
• ITIL 4 Managing Professional (ITIL MP)

EXPERIENCE

• At least 3 years’ experience working in IT service management or a similar role
• Strong knowledge of IT Service Management methodology. A proven history of deploying those practices to ensure successful execution against technology initiatives
• Proven experience in the Incident Management process, excellent understanding of the ITIL methodology
• Knowledge of the Agile software development process
• Knowledge and/ or experience with widely successful Agile techniques: User Stories, TDD, Continuous Integration, Continuous Testing, Paired Programming, Automated Testing, Agile Games