Lead and Mentor Incident Commanders response to Major Incidents:Build capabilities for P1 and P2 incident response, ensuring swift and effective restoration of critical systems, services and applications.
Strategic Communication:Provide clear, concise, and timely updates to senior leadership, stakeholders, and impacted business units, maintaining transparency throughout.
Incident Documentation and Reporting:Maintain meticulous records of incident activities, timelines and resolutions, producing comprehensive post-incident reports for analysis and improvement. Develop and update incident management documentation and procedures.
Root Cause Analysis and Remediation:Facilitate thorough post-incident Root Cause Analysis and Problem Tickets to identify root causes, implement corrective actions, and prevent future occurrences.
Metric and Trend Analysis: Analyze incident trends and suggest improvements to incident management processes.
Process Improvement and Optimization:Continuously evaluate and enhance incident management processes, procedures, and tools to improve efficiency and effectiveness. Modify and create new work instructions or playbooks to prepare for similar impacting events and allow for a quicker response.
Stakeholder Management:Build strong collaborative relationships with the various support teams and the ability to guide, direct, coordinate and control priority incident bridges.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Basic Qualification
Minimum of 5 years of experience in Major Incident Management within a global, complex environment, preferably in the financial services industry
Preferred Qualification
8+ years of relevant work experience and a Bachelors degree, OR 11+ years of relevant work experience
Minimum of 5 years of Service Now experience
Minimum of 2 years of Power BI experience
Strong people leadership and performance management skills are required, with experience leading teams effectively, motivating employees, and managing their performance.
Strong communication skills and executive presence are important, with the ability to communicate effectively and maintain a commanding presence.
Strong collaboration skills are needed, with the ability to work effectively with others, both within and outside the team, and foster a collaborative environment to achieve common goals.
Emotional intelligence is crucial, with the ability to understand and manage your own emotions and those of others, build strong relationships, manage conflicts, and lead effectively.
Change adaptability is necessary, with the ability to adapt to changes in the business environment and guide the team through them.
Project management skills are required, with an understanding of the principles and techniques of project management, and the ability to manage projects effectively and ensure they are completed on time and within budget.
Strong knowledge of the ITIL framework and service desk tools is necessary, and certification in IT service management, project management, or quality management is preferred.
