Global Incident Management - Incident Manager, AVP

Role Description

• The Global incident management team provides 24x7 service to manage Major incidents in the bank. Team facilitates the incident bridges and ensures timely issues resolution and reduces the trun around time of the incidents. The team is responsible for coordinating with IT stakeholders to assess, classify and ensure timely issue investigation and thereby achieving timely recovery of the issues.
• The team operates with a high level of availability and coordination to ensure the right teams are brought on the bridges for early resolution.
• The team ensures the quality and timely documentation of the incident life cycle and is process compliant.
• This role is integral to ensure Deutsche Bank global incident management team meets its obligations to support its stakeholders efficiently and effectively, while also supporting continuous improvement and risk management within the team.

Your key responsibilities

• Hosting and facilitating the Major incident bridges to drive for early resolution of the issues there by achieving reduced outage duration.
• Perform Incident reviews from time to time to ensure quality documentation.
• Meet all the KPIs related to Major incidents handled and meet the SLAs
• Flexibility to work in shifts (APAC, EMEA, AMERS). To be available for weekends on call and early shifts as needed.
• Ensure all the incidents handled / restored during your shift follow the quality and audit expectations of the bank. Oversight/Four-eye checks to ensure the accuracy and completeness of incident documentation and communication.
• Coach/Mentor junior incident managers to perform better and process compliant.
• Undertaking reporting activities to support monthly service reports.
• Contributing to Continual Service Improvements.

Your skills and experience

• Essential - Excellent communication skills, both written and verbal.
• Essential - Effective team collaboration and interpersonal skills.
• Essential - Ability to work well under pressure and meet tight deadlines.
• Essential - Demonstrable experience in financial reporting, preferably within a regulated industry.
• Essential - Ability to extract and analyze data with attention to detail to identify if Regulatory Reporting triggers have been reached.
• Essential - An ability to navigate ambiguity
• Desired People Management and leadership skills.
• Desired - An understanding of Incident & Problem Management processes.
• Desired - Awareness of IT regulations applicable to financial institutions.
• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement
• Self-motivated and ability to operate in a critical fast-paced environment