Incident Manager

**Job Title** : Incident Manager

**Position type** : Full time

**Place of work** : Bangkok, Sathorn district

**Salary** : Negotiable

**Working conditions** : Working conditions are normal for an office environment.

**Department/Function** : CMC

**Reporting to Title** : CMC LEAD

**The company and the mission**:
BRED IT (Thailand) Ltd.is a wholly owned subsidiary of the French bank BRED Banque Populaire based out of Paris.

BRED IT was established in 2008 to become an IT hub and deliver IT operations and support for BRED Group Commercial Banks in South East Asia and Pacific Ocean areas.

Today, it supports Banque Franco Lao in Laos, BRED Bank Cambodia, BRED Bank Vanuatu, BRED Bank Solomon Islands, BRED Bank Fiji and Banque pour le commerce et l’industrie - Mer Rouge (BCIMR) in Djibouti (Africa).

BRED IT provides end to end Infrastructure and Applications management around Core Banking, Internet Banking and E-Payments.

BRED IT has also operated an offshore development center (specialized in Cobol & Java) for Paris headquarters since 2011.

We are a unique company, thanks to our identity and our history: We place our expertise at the service of BRED Group and develop our activities with an entrepreneurial structure. By putting BRED group best interests first, it allows us to deliver tailor-made solutions with high value-added.

**Mission**:

- Leadership in Crisis: Assume a pivotal role in leading response efforts during major incidents, mobilizing the appropriate personnel, meticulously following escalation protocols, and ensuring clear and timely communication with stakeholders at all levels.
- Resolution Leader: Assess the business impact of incidents, define strategic workflows, coordinate actions across teams, and conduct thorough root cause analyses to ensure effective and lasting resolution.
- Continuous Improvement: Advocate for process enhancements, cultivate a culture of continuous learning within the teams, and implement measures to optimize productivity and maintain high-quality incident resolution.
- Clear Communicator and Confident Leader: Take ownership of communication during major incidents, providing concise and informative updates to stakeholders and maintaining transparency throughout the resolution process. Forge strong partnerships with the Control and Monitoring Center team to refine response strategies and enhance communication protocols.
- Guardian of Service Performance and availability: Proactively oversee service monitoring, collaborate with business and technical teams to implement robust and informative alerts, and maintain efficient monitoring management processes to guarantee the early detection and mitigation of potential issues.

**Main Responsibilities**:

- **
Incident Management**:

- Clarify business impact during the major incident with all the relevant parties
- Fill and review incidents details
- Define work streams to trigger the incident resolution
- Follow up with actions and Root Cause Analysis after the major incident with related teams Clarification of ticket responsibility
- in case that the responsibility is not clear between teams
- Summarization of main facts about the issue itself within the Incident report (IR), pre-filling of necessary fields in the IR, measurement and reports of the ticket quality
- Proposes process improvements, drives a continuous improvement culture, developing people, improving productivity, quality
- Work closely with the Control and Monitoring Center team (24h/7d) to improve the incidence response and communication during an incident
- Takeover the communication on incident for major incidents
- Create and update KPIs on incidence response, resolution, and reporting
- Report to management and the banks about major incidents management during monthly reports and quality committees
- ** Problem Management**:

- Ensure that for every major incident, problems are raised to follow and treat root causes.
- Follow the problems raised with the related teams.
- Report to management about problem creation and resolution
- ** Monitoring Management**:

- Ensures that all the services are properly monitored
- With the help of the business and technical teams, create new alerts (Zabbix, Splunk ) to improve the detections of incidents and improve the existing ones with the meaningful information (impact, procedure, escalation )
- Maintain the monitoring management process and procedures
- ** Other related activities**:

- Answer to controls and audits related to CMC activities
- Help to plan, organize, manage and report on DR test activities

**Requirements**:

- Excellent management, problem solving, communication, interpersonal, and organizational skills
- Excellent judgment, tact, and decision-making ability
- Excellent coordination skills: managing complex IT technical investigations
- High degree of initiative, responsibility, reliability and proactive action
- Strong drive for solutions and sense of urgency
- Ability to work autono