About us:
Osb India (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.

1. Job Purpose
The key purpose of this role is to restore normal service operation as quickly as possible to minimize the impact to business operation due to an incident.
The role involves handling major incidents, review Incident Management process performance and management level reporting of the metrics and stats pertaining to this process.
The person fulfilling this role may need to travel to UK or Internationally as expected by the IT or Business for reporting automation, supporting process assessment, or continual improvement related activities.

2. Core Responsibilities

• Oversee day-to-day process execution and act as SME for the Incident Management processes
• Manage lifecycle and major incidents end to end:
• Assess business impact and urgency, declare Major Incident.
• Initiating specific actions to either address the underlying causes of incidents or to provide workarounds, thus minimizing the impact of an incident
• Communicating the status of incidents to relevant stakeholders.
• Provide Single point of contact for senior management and users during a major incident.
• Notify and liaise with Risk Management in the event of a Major Incident.
• Decide upon involving Business during a Major Incident
• Provide regular reports to both senior management and affected stakeholders using the Major Incident Report.
• Ensure and conduct a post incident closure review takes place capturing pending actions required.
• Drive Service Request and Incident Board (SRIB) meeting by building management information for reviewing and chase aging and delinquent incidents.
• Represent IT in incident audits
• 24/7 support and oncall rota support in case of MIs
• Document steps followed during incident including decision points in and out of meetings.
• Attend any emergency meetings capturing decisions as part of incident documentation and represent IT.
• Liaise with the Change Manager to ensure changes are being captured and agreed as part of Emergency Change Management process.
• Liaise with Problem Manager to ensure problems are reported with appropriate documentation enabling tracing and tracking.
• Driving the efficiency and effectiveness of the incident management process
• Producing management information by ensuring Critical Success Factors(CSF) and Key Performance Indicators (KPI) for the process are measured, assessed and reported
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Support any activites involving incident management
• Developing and maintaining the incident management systems
• Developing and maintaining the incident management process and procedures.
• Support audit requirements and compliance to standards
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

3. Experience Requirements

• 3 to 5 years previous experience as Incident Manager including the role of Major Incident Manager is essential
• 3 to 5 years previous experience in delivering services using IT Service Operation processes: Incident Management, Request Fulfilment, Change Management, Problem Management is essential
• 3 to 5 years previous experience in Service Now is essential
• 7 to 8 years overall experience in IT is essential

4. Knowledge Requirements
Essential

• Excellent knowledge of Incident Management, Request Fulfilment, Change Management, Problem Management.
• Detailed knowledge of the overall IT Service Operations and Service Transition processes is essential
• Detailed knowledge of the ITIL/ITSM Best practices is essential

Desirable

• Detailed knowledge of the ISO 20K, 27K, 9K is desirable
• Basic knowledge of IT Infrastructure technologies used in a banking domain in desirable

5. Skill and Competency Requirements
Essential

• Expert skills in respect of written and oral communication are essential
• Expert skills in respect of stakeholder management are essential
• Excellent skills in respect of documentation, strong problem solving, analytical and time management are essential

Desirable

• Proficiency in Microsoft Office Suite (Word, Excel, and Power Point).
• Exceptional attention to detail, accuracy, organisational, interpersonal, and teamwork skills

6. Required Qualifications/Certifications
Essential

• Bachelor’s Degree qualification is essential
• ITIL V3/V4 certification is essential

Desirable

• ITIL V3 Service Operations and Service Transition or Continual Service Improvement certifications are desirable.
• Quality & Process related certifications are desirable

Why join OSBI?

We understand your career and how you progress is as unique as your individual personality. We've created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you're in the early stages of your career or already have an established profession, we're constantly seeking to hire talented individuals who want to make a difference and grow with us. We're a connected company working together to create a business in which we can all take pride and prosper.
If you want to know more about OSBI, please click on the website link: www.osb-india.com

To know more about OSBI culture please find us on Instagram @OSBINDIA

To find out more about the roles & updates please follow our Linked In Page www.linkedin.com/company/osbi.