Lead Service Management and Incident Response

Location: BGC, Taguig (Hybrid, 3x onsite per week)

Schedule: Dayshift

JOB PURPOSE:
- The role will involve leading and supporting teams of incident response experts who specialize in the detection, response and recovery of system downtime. The Incident Response Lead will be working closely alongside other internal and external teams to identify recurring patterns, pain points, and root causes to propose clear actions and to reduce associated risks. This position will communicate incident information and impact to customers, business partners and senior management so good business communication and stakeholder handling is important.
- The Incident Response Lead will be responsible for the following: Lead the investigation of any incidents encountered by the app and the system. Ensure action items are assigned to the correct team and should follow-up resolution of the issue. Manage the logging and tracking of the incidents, ensuring the right data is being reflected. Update dashboards, reports, and other analytics pertaining to incident response regularly and as requested. Build out the tooling/dashboard, alerting, tuning of the system. Train analysts and other stakeholders to provide eyes on the glass to help the team manage and resolve all levels of issues.
The Incident Response Lead will also assist the Developers and Technical Operations with the deployment and release scheduling, as needed and as requested.

SKILLS:
- Minimum of three years experience in Incident Management
- Minimum of five years of technology responsibilities including systems, networking, application operations, NOC, etc.
- Excellent verbal/interpersonal, written, presentation and customer relationship communication skills
- Ability to communicate at all levels, with a strong emphasis on clear and concise business writing and the ability to convert technical matters into business understandable language.
- Work experience in a bank, financial apps, or fintech apps is an advantage