Incident Management

Responsibilities:

• Ensure customer satisfaction through proper solution design delivery, system/application life cycle management and service performance monitoring while maintaining necessary internal (process, security, vulnerability, audit readiness) and external (e.g. CFTC license) compliance.




Incident Management, Problem Management & Automation

• Ensure Service Management Reporting as per Service Catalog and per stakeholder/business requirements (e.g. availability, effectiveness and efficiency of ticket handling, user satisfaction/adoption)
• Oversee all service-related data in concerned repositories/tools (e.g. HPSM, SNOW, JSM, CMDB etc.) and maintained with good data quality
• Ensure SLAs are under proper lifecycle management
• Develop Disaster Recovery Plans and manage DR Tests
• Run and oversee Incident washups
• Run weekly Release washup and CAB meetings
• Assist in building out a CMDB
• Operationalize the BCP protocol
• Provide downtime reporting with regards to application outages
• Create monthly Service Management Risk report
• Support optimization and harmonized implementation of Service Management framework




System and Application Management

•  Secures audit readiness and find resolution. Manages external audits, e.g. Internal auditors, CFTC
• Knows ISO27001 and is able to take the organisation towards compliance
• Performs application monitoring 




Enterprise Technology Risk Assessment (ETRA)

• Responsible for risk identification, assessment, mitigation and continuous improvement across all IT infrastructure, information system/assets of the organization




Operational Vendor Management & Reporting

• Report vendor service performance against below processes
• Establish the required improvements plan as per identified gaps and/or defined requirements
• Secure timely issuance of periodic performance report and annual service reviews

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