Salary is 160k to 180k
We are looking for a proactive and skilled Major Incident Manager to oversee our major incident management process. In this role, you will lead incident resolution efforts, ensuring minimal disruption to our clients and business operations. Your expertise in process enhancement and trend analysis will be crucial in fostering a robust incident management framework.
Key Responsibilities:
- Incident Command: Take charge of major incident management processes, leading incident calls to ensure swift resolution and restoration of services, minimizing impact on clients and business operations.
- Process Enhancement: Collaborate on refining procedures, controls, and guidelines that support an efficient and high-quality major incident management framework.
- Trend Analysis: Continuously monitor incident trends to identify opportunities for IT to reduce service disruptions and prevent major incidents.
- Procedure Development: Design clear and repeatable procedures for support teams, ensuring clarity and consistency in incident resolution.
- Innovative Solutions: Work with teams to discover strategies for simplifying, integrating, automating, and enhancing the major incident process, improving support for the business and clients during service outages.
- Training & Mentorship: Provide training and mentorship to associates on major incident management processes, fostering expertise through direct coaching.
- Leadership by Example: Exhibit confidence, motivation, and a collaborative spirit in your leadership approach.
Qualifications:
- Education: Bachelor’s Degree in Business, Computer Science, or a related field, or equivalent professional experience.
- Management Engagement: Proven ability to interact effectively with all levels of management, including business and IT leaders.
- Technical Proficiency: Comprehensive knowledge of ServiceNow and Microsoft Office Suite (Teams, Word, Excel, Visio).
- Collaborative Experience: Experience working within global, cross-functional teams.
- SDLC Familiarity: Understanding of Software Development Lifecycle methodologies, including Waterfall and Agile.
- ITIL Certification: ITIL V4 certification is required; Managed Service Professional or Strategic Leader certifications are a plus.
- Enterprise Support Experience: Background in supporting large enterprises, particularly in the Financial Services sector, is a plus.
- Analytical Mindset: Strong analytical skills with attention to detail, employing a methodical approach to data analysis and trend identification.
