Deutsche Bank
Pune
Banks & Building Society
Job Title: Level 2 Incident Manager
Corporate Title: AVP
Location: Pune
Overview:
The Level 2 Incident Manager role is part of the Global Incident Management Function within Group Technology Production business unit.
Global Incident Management provide a follow the sun 24/7/365 support to manage and co-ordinate Major Incidents (Priority Critical, Priority 1 and Priority 2 and Priority 3 Critical)
Within the GIM function there are 3 levels;
IMS (Incident Management Support) – First line are the initial call handlers and will support the Level 2 Incident Manager to manage Incidents
Incident Management Level 2 – Primary focus is to manage Major Incidents to resolution
Incident Management Level 3 – The Level 3 Incident Manager acts as an escalation point for the L2’s and also works on project/strategic initiatives
What we’ll offer you
As part of our flexible scheme, here are just some of the benefits that you’ll enjoy
- Best in class leave policy
- Gender neutral parental leaves
- Flexible working arrangements
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
Key Responsibilities:
- Executes the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions
- Acts as a direct escalation point for Incidents from the Incident Mgmt Support Team
- Provide Global Inicident Management presence in the Command Centre as and when requested
- Ascrertains and confirms the full business impact related to Incidents
- Manages Severity Critical, Severity 1 and Severity 2 Incidents
- Undertake all communications related to management of Incidents and resolving conflicts
- Co-ordinating global conference calls to investigate and diagnose Incidents and drive resolution
- Identifying and documenting key risks/process issues or concerns observed during the management of the Incident for handover to Problem mgmt
- Interfaces with key stakeholders in a highly pressurised environment, with the ability to engage individuals across a range of backgrounds and levels of seniority.
- Supporting the continuous Service Improvement Programme
Skills/Experience
- Ability to listen and understand without interruption
- Calm, controlled and level headed, rational, especially in stress situations
- Good understanding of banking business
- Negotiation & conflict resolution
- Objective and decisive
- Integrity, trust & fairness
- Strong communication skills, written and verbal
- Analysis & problem solving
- Ability to arbitrate at all levels of the organisation
- Relationship building
- Customer & Service Orientation
- Business & Product knowledge
- Technology knowledge & expertise
- Openness to innovation & change
- ITIL Foundation/Practitioner in Incident Management
- Acceptance to work over hours and weekends in an On Call capacity
- Experience of managing Global Teams
- The Incident Manager will be able to work well under pressure, and deal with demanding stakeholders across the business.
- Deep process understanding of Incident Management
- Ability to manage senior stakeholders
Skills/Competencies:
- A strong team player
- People Management
- Tenacious
- Ability to work under pressure
- Ability to handle conflicting situations
- Ability to multi task with attention to detail
- Very good time management and organisation skills
- Excellent communication and listening skills
- Ability to manage remote/virtual teams
- Ability to work shifts and weekends
- Able and confident to challenge professionally
- Assertive not aggressive
- Calm and considered approach
- Risk Management
- Ability to handle sensitive matters with discretion and maintain confidentiality
How we’ll support you
- Training and development to help you excel in your career
- Flexible working to assist you balance your personal priorities
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs
About us and our teams
https://www.db.com/company/company.htm
Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.
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