Incident manager

Transversal ownership of the IT Incident Management encompassing all the Sharekhan IT applications (including client facing, trading and back-office operations)

This includes coordination with Application support team in case of an incident on one side and Management, Clients, other stakeholders on the other, also keeping track of regulatory reporting requirements in case of critical incidents.

Responsibilities

Direct Responsibilities

1. Ownership of the ITSM processes (Change, Incident and Problem management) right from procedure documentation to implementation as per the procedure

2. Hands-on ownership of all IT production Incidents / major issues linked to production systems, compliance, data security, audit etc to ensure:

a. Incident monitoring and governance from inception till (permanent) closure

b. Timely incident resolution as per the TATs assigned to each criticality level

c. Minimize business impact / downtime

d. Timely decision to switch to DR keeping in mind the above points

e. Communication to all stakeholders including clients, management, regulators

f. Process ownership, documentation

3. Coordination with development, production, security teams as necessary for resolution of the incidents / major issues including finding of Root Cause Analysis (RCA) and its permanent closure. Whenever, the permanent closure will take time, needs to be able to look at tactical / workaround solutions to ensure minimal business interruptions

4. Ensure actual incident resolution time is within the targeted TATs. Define and implement actions in case of deviations

5. Be a SPOC on DR subject including DR planning, DR drills, Reporting.

6. Face audit requirements related to ITSM processes

7. Problem management – to ensure that recurring issues are tracked as problems and taken to permanent closure

Contributing Responsibilities

1. Application support TAT management

2. Daily / weekly / Monthly reporting

3. Coordinating with ADM Team for L3 Support and Problem Management

Technical & Behavioural Competencies

1. Prior experience in the incident management role with proven ability to lead senior team members to find a solution in case of challenging situations

2. Ability and personality to remain calm – focused on the goal (solutioning approach) even during crisis situation

3. Strong work experience on IT application monitoring and Production support

4. Excellent issue analysis and debug skills based on application logs

5. Quick learner with broking domain knowledge from front to back

6. Teamwork, communication and interpersonal skills

7. Experience in working with CXOs

8. Ability to convey messages to senior leadership

9. Ability to think and act strategically and proactively

Specific Qualifications (if required)

1. Bachelors/Masters in the field of Computer Science

2. More than 12 years of experience in IT industry as IT Application management and support

3. Strong Domain experience in the retail brokerage space

4. Strong communication, presentation and project management skills

5. Knowledge of database, multi-tier applications and latest technologies

6. Strong exposure to IT processes, SDLC, ITSM

Experience in major Incident management in stock broking company.

Job Location - Navi Mumbai