Major Incident Management Analyst

Vanguard operates on a hybrid work model 3 days in the office (Tues, Wed, Thurs) and 2 days remote (Mon, Fri). This position is required to work an on-call weekend rotation.

In this role, you will:

• Support team in coordinating appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
• Support effective communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
• Support documentation and chronology of events during incident management conference calls.
• Update knowledge management database of major incidents and subsequent responses.
• Update the incident reporting systems with resolution information,
• Drive problem management related to incidents, including detection of potential trends and historical incident root cause analysis to drive down repeat, service impacting failures.
• Support response to emergency changes in accordance with defined policy and process.
• Participate in special projects and perform other duties as assigned.

What it takes:

• Minimum of five years related work experience, with at least one year of IT service management experience.
• ITILv4 Foundation Certification Preferred
• Working knowledge of the following IT Service Management Processes: Major Incident Management, Problem Management, Change Enablement (Change Management), Configuration Management
• Practical experience with ServiceNow Incident, Change and Problem Modules
• Working knowledge of the following tools: PagerDuty, Splunk, Tableau or PowerBI
• Undergraduate degree or equivalent combination of training and experience.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.