Job Description:

General Function / Summary:

The Senior IT Incident Manager oversees major incidents that arise within IT by leading communication channels, coordinating with stakeholders, engaging with vendors while also ensuring timely resolution of such incidents.

Essential Duties:

• Oversee the Incident Management process and team members involved in resolving the incident.
• Oversee the planning and coordinating of all activities required to perform, monitor, and report on the incident remediation efforts within the agreed timescales.
• Deliver clear, timely, and effective written and verbal communication to both technical and non-technical audiences during a major incident, adjusting the message complexity for each audience.
• Prioritize incidents according to their urgency and impact on the business.
• Engage and manage vendor interactions during major incidents to ensure third-party service providers deliver return-to-service actions in accordance with contract SLAs and company expectations.
• Adjust the Incident Management process as required to ensure its effectiveness.
• Oversee Problem Management tasks and deliver daily updates on the progress of Root Cause activities and Incident mitigations.
• Deliver detailed data analysis to identify incident trends, root cause, and the ability to identify needed improvements and actions.
• Deliver Incident and Problem Management monthly metrics and executive summaries for senior leadership review.
• Demonstrate flexibility in working hours as required by the business. Be available to lead the Incident Management process after-hours and on weekends, if necessary.

Minimum Education and Experience Required:

• Bachelor's Degree in Computer Science, Data Analytics, Business Management, Process Improvement or similar field of study, or equivalent job experience
• 4+ years of Incident Management, Problem Management, and/or IT Operations experience
• ITIL Foundations Certification required
• Strong experience with ServiceNow
• Financial Industry experience is preferred
• Excellent written and verbal communication, along with the ability to communicate both technical and non-technical information, adjusted for the audience
• Strong understanding of incident, problem and vendor management practices, with the ability to deal with ambiguity, make timely decisions based on known facts, and identify gaps for improvement solutions
• Strong documentation skills and process mindset, including the ability to develop and deliver training, perform data analysis, and develop ServiceNow reports
• Demonstrated ability to quickly understand sophisticated software applications and infrastructure systems
• Strong knowledge of IT Service Management software, including ITIL processes
• Ability to analyze a high volume of technical data while working in a fast-paced environment
• Strong problem solving, analytical, and time management skills
• Strong understanding of cloud fundamentals: Azure, AWS
• Strong understanding of Operating Systems (Windows, Linux/Unix)
• Strong understanding of IT Operations and experience dealing with time-critical business services, working with IT Service Management platforms to manage tickets and queues
• Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused