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 帖子

在此申请

公司简介该公司的职位 39

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Senior Technology Incident Coordinator

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

在此申请

Senior Technology Incident Coordinator

WING BANK (CAMBODIA ) PLC

在此申请

Senior Technology Incident Coordinator

(Product Manager)

WING BANK (CAMBODIA ) PLC

Cambodia - Phnom Penh

Boeng Keng Kang | Phnom Penh

1 帖子

今天

在此申请

经验水平

Experienced Non-Manager

工作职能

IT Hardware, Software

就业行业

Banking/ Insurance/ Microfinance

最低教育水平

Bachelor Degree

工作类型

Full Time

职位描述

An Excellent 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