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Senior Technology Incident Analyst

10.00 to 15.00 Years   Abu Dhabi   13 Sep, 2023
Abu Dhabi Islamic Bank
Job LocationAbu Dhabi
EducationNot Mentioned
SalaryNot Mentioned
IndustryBanking / Accounting / Financial Services
Functional AreaNot Mentioned

Job Description

JOB DESCRIPTIONRole: Senior Technology Incident AnalystLocation: Al Bateen, Abu DhabiRole Purpose:

  • The Senior Technology Incident Analyst is responsible for coordinating the processes and activities that support Incident Management process to agreed service levels.
Key Accountabilities of the role:
  • Responding to an incident, identifying the root cause, and initiating the incident management process to restore the Technology Services as quickly as possible within agreed SLA.
  • Record and classify received Incidents and allocating categorization and prioritization codes in ITSM tool.
  • Determines if an incident needs to be escalated according to priority and severity of the issue.
  • Work with alerting & monitoring teams to pro-actively avoid high priority incidents
  • Document troubleshooting steps and service restoration details.
  • Responsible for the effective implementation of the process Incident Management and carries out the respective reporting procedure.
  • Represent the first stage of escalation for Incidents and Point of contact for all Major Incidents.
  • Identify, initiate, schedule, and conduct incident reviews and RCA Meeting
  • Identify Problems and work closely with the problem manager to identify root causes and preventive actions
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
  • Develop and implemented incident response processes and procedures, resulting in improved incident handling and response times.
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
Specialist Skills / Technical Knowledge Required for this role:
  • Practical domain knowledge of ITIL v4
Previous experience required (if any) and qualifications required (if any)
  • 10-15 years of experience in incident management and ITIL practices preferably within the banking industry

Keyskills :

About Company

Abu Dhabi Islamic Bank PJSC (Arabic: مصرف أبوظبي الإسلامي) is an Islamic bank based in Abu Dhabi city, in the United Arab Emirates.

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