Incident Manager / Administrator / Office Manager
Banque Saudi Fransi
Total years of experience :13 years, 8 Months
• Makes sure to implement the basic incident management lifecycle 5 critical steps: 1. Incident identification. 2. Incident logging. 3. Incident categorization. 4. Incident prioritization.
• Daily and frequent cross departmental communication in order to resolve critical incidents quickly.
• Keeps daily incident logs and processing reports for review.
• Responsible for planning and coordinating all the activities required to perform, monitor, and report escalated incidents.
• Responsible for communicating with the Incident Process Owner / Assignee
• Point of contact for all Escalated Incidents
• Responsible for the effective implementation of the processes and procedures of "Incident Management"
and carries out the respective reporting procedure.
• Represents the first stage of escalation for Incidents
• Monitors the incidents to ensure that the Service Level Agreement are complied
• Identifies, initiates, schedules and conducts incident reviews
• Ensures the timely closure of all resolved and end-user confirmed Incident records
• Provides guidance to the Incident Process Coordinators
• Establishes continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed
Conducts and develops Business Impact Analysis from the Top Management of Riyad Bank, making sure that all documents and procedures adhere to ISO/IEC 27031 and BS 25999 with the standard document checklist found in ISO 9001. Maintaining and updating Business Continuity plans and participates in providing adequate organizational preparedness in the event of minor or major loss of facilities, personnel, networks, applications or platforms by coordinating with business-critical departments to conduct Technical and Departmental Tests through LDRPS and eBRP. Also conducts all necessary follow-ups to ensure that connectivity and actual tests are done and the BCD exceptions are closed. Advises and regularly meets with Executive Management on Contingency Planning and Disaster Recovery to ensure Business Continuity for the Bank. Works with corresponding divisions / departments to ensure that all critical processes within the Bank have business continuity plans in place and are updated. These covers planning on buildings, equipment, processes, people and skills. Assists departments and functions to set up, test and maintain business continuity plans. Also functions in numerous administrative tasks for the whole IT Governance Division.
Academic Scholar College Scholar