Senior Technology Incident Coordinator in Phnom Penh

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Senior Technology Incident Coordinator

(Product Manager)

WING BANK (CAMBODIA ) PLC

Boeng Keng Kang | Phnom Penh

1 Post

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Senior Technology Incident Coordinator

WING BANK (CAMBODIA ) PLC, Boeng Keng Kang | Phnom Penh

Apply Here

Senior Technology Incident Coordinator

WING BANK (CAMBODIA ) PLC

Apply Here

Senior Technology Incident Coordinator

(Product Manager)

WING BANK (CAMBODIA ) PLC

Cambodia - Phnom Penh

Boeng Keng Kang | Phnom Penh

1 Post

Today

Apply Here

Experience level

Experienced Non-Manager

Job Function

IT Hardware, Software

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Big Opportunity for ...

Coordinate incidents from logging until full-service recovery, with strong focus on major/critical incidents
Lead and facilitate emergency calls (bridge calls) during working and non-working hours, willing to work in on-call rotation (including weekends / nights if major incident happens)
Ensure the right technical teams and vendors are engaged on time
Drive incident resolution and follow up actions until closure
Monitor SLA and ensure proper prioritization, updating and escalation
Act as a central communication point between IT and business tribes
Provide clear and regular updates to stakeholders and management
Check quality of incident records (priority, root cause, root cause category, description etc.) in ITSM system and ensure transparency and accuracy of incident information
Ensure incident process and escalation rules are followed
Build dashboards, track and report key metrics (MTTR, MTBF, MTTA, incident trends, etc.)
Organize and coordinate Post Incident Reviews (PIR) to achieve Root Cause Analysis (RCA) with technical teams
Track and control the status of the long-term actions until completion
Support improvement of incident management process
Promote ITIL best practices and support process automation
Ensure incident handling follows internal policies and regulatory requirements
Daily monitor and identify the repeatable incidents, work closely with Problem Management to ensure proper problem records are created and tracked