Manager, Incident Management

• Providing first call resolution (FCR) to users.
• Handling Calls and emails , escalate it to the respective support team  and respond the users on time.
• Team work with GIS Support team in handling and solving all the case according to SLA.
• Mentoring and Guiding helpdesk team based on the management direction.
• Make sure all tickets are logged and resolved on time.
• Generating periodical reports on Weekly and Monthly basis and share it to GIS Team.
• Providing First line IT Support to bank wide users
• Leading a team of members in IT service desk and monitor the day by day actions
• Handle emails and calls from users regarding their request and issues, respond and resolved on time
• Monitor IS helpdesks incident and service request tickets
• Ensure all tickets are logged and solved on time
• Escalate the cases accordingly in achieving the Service level agreement (SLA) (
• Manage and monitor the Incident Management (IM), Service request management (SR) and SLA management within the Alliance IS Helpdesk platform
• Ensure the knowledge base and FAQ are constantly updated for the further references
• Train and mentor direct reports in professional development and personal growth during monthly and annually Key Performance Indicator (KPI)
• Worked as team with GIS support team to handle and solve all the cases reported by uses, according to SLA.
• Handle P1 and P2 incidents , Major incidents
• Create IR and Escalate to BCM & BNM .
• Monitor and keep track of IT related issues incidences (Incident Management) and problems (Problem Management).
• Conduct proper follow up of issues, incidences and problems to ensure timely resolution.

Qualification

• Microsoft Office
• Windows
• ITIL
• Cobit
• Comptia A+
• Microsoft Specialist
• In managing incidents and problems as well as involvement in the continuous improvement cycle