Job #: 998
Title: Incident Manager
The Enterprise Command Center (ECC) is a global team that plays a mission critical role in Incident Management, Problem Management and Change Management in a demanding Investment and Retail Bank environment.
The role is responsible for, but not limited to, the following:
-Providing team coverage throughout the trading day from 07:00 to 19:00 EST (on a rotational basis of early and late shifts shared with the other Incident Managers in the team).
-Management of Major and Severe business impacting incidents primarily involving large scale infrastructure issues or high risk data / application issues.
-Prioritization of ECC resources for business critical incidents
-Time sensitive communication
-Running both technical conference bridges and business update calls
-Collating technical and business impact
-Driving decision making for incident resolution and minimizing impact to the business
-Escalation to Senior IT Management
-Providing incident updates to stakeholders
-Capturing incident follow ups and completing formal Post Mortems
-Identifying stability trends and escalating them through the Problem Management process
-Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication.
-Work with business unit aligned IT teams to coordinate critical business events (e.g. running pre-emptive technical calls for index rebalances, fiscal announcements, etc).
-Work with all IT teams in an effort to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the ECC).
-Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management.
-Reporting the Firm’s status to senior IT Management and other recipients.
-Participation in the team’s on call rotation when sufficient team experience has been gained.
Note coverage is follow-the-sun which substantially minimizes the on call requirement.
-Assist in driving educational, training and communication programs surrounding the ECC.
-In time, further responsibilities in Change Management, Problem Management and planning for high risk planned events (like data center power downs) will become available depending on the abilities of the candidate.
-Excellent communication (both verbal and written).
-The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
-Strong organizational skills
-The ability to effective manage multiple tasks simultaneously.
-Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
-Technical aptitude. To demonstrate this, an understanding of technology used in Investment Banking is required (i.e. one or more of the following: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support).
-Client focus and ownership
-Displays initiative and a proactive approach to work.