The Incident Management Manager is responsible for overseeing the end-to-end incident management process to ensure timely identification, escalation, resolution, and communication of service disruptions. This role leads incident response teams, coordinates with internal and external stakeholders, and drives continuous improvement to minimize operational impact and maintain high service availability, particularly in fast-paced environments such as ATM, banking, or FinTech operations.
Responsibilities:
- Lead, manage, and support a team of Incident Management Officer to ensure effective service delivery and adherence to SLAs.
- Provide mentoring, coaching, and ongoing training to the IM team, including conducting regular performance evaluations.
- Monitor team productivity and performance metrics and prepare analytical reports and feedback for management.
- Serve as an escalation point for complex technical and operational issues, ensuring timely resolution.
- Communicate effectively with clients and internal stakeholders, providing in-person and phone support when required.
- Troubleshoot incidents, identify root causes, and implement corrective and preventive actions.
- Oversee and manage helpdesk escalations to ensure minimal service disruption.
- Recommend and implement process improvements to enhance operational efficiency, service quality, and customer satisfaction.
Requirements:
- A graduate of any bachelor's degree.
- At least five years of experience as a Help Desk Manager preferably from an ATM and Fintech space.
- Strong background in technical support, helpdesk operations, and incident management.
- Excellent analytical and troubleshooting skills.
- Ability to work under pressure.
- Excellent leadership and people management skills.
- Strong customer service and presentation skills.
