Job #: 909
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 Americas regional team is recruiting for a Major Incident Manager who can coordinate real-time service restoration and drive the resolution of business outages as well as be involved with the delivery of the other ITSM services that the ECC is responsible for. The candidate must be able to accurately communicate the business and technology impact to IT Management in both written and oral formats. This position requires adaptability, organizational awareness, sound judgment and a strong analytical ability. Prior experience within in a large enterprise is preferred.
This is a challenging role that provides extensive opportunities for learning new technologies, making new contacts throughout IT globally, influencing the way the IT department operates, and also interface with senior IT Management.
Incident Management is the key function of the ECC but the team also covers other responsibilities including: Problem Management, Change Management and the planning of major events at the divisional level. The job split is approximately 75% ITIL process based and 25% project delivery. The responsibilities include:
Management of Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues.
Undertake post incident reviews, with the focus on identifying process or operational improvements
Providing team coverage throughout the business day from 07:00 to 19:00 ET on a 9 hour shift basis.
Participation in the team’s weekend follow-the-sun on call rotation when sufficient team experience has been gained.
Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management.
Work with IT teams 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).
Assist in driving educational, training and communication programs surrounding the ECC.
Execution of major event projects managed by the ECC such as data center and/or major people center power down
-ITIL V3 Foundation Certificate in IT Service Management.
-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 and 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.
-Aptitude for, and interest in, learning new technologies.
-Client focus and ownership – displays initiative and a proactive approach to work.
-An understanding and experience of the technology used in large financials is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support).
-Crisis management skills:
– Able to facilitate conversations with large groups of remote people.
– Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
– Able to maintain calm during stressful situations.
– Able to translate technical incidents into business terms.