IT Major Incident Manager

SUMMARY: The IT Major Incident Manager is responsible for driving actions towards prompt resolution of Corporate IT Major Incidents, by timely opening major incidents bridges, engaging the proper resolver groups and business stakeholders and ensuring promptly Enterprise communication. The individual will be the point of escalation for major incidents and will assess the incident priority based on the reported business impacts. This role will provide leadership to various technical teams and guide them in their efforts throughout the life cycle of high priority Incidents, leveraging best practices according to the ITIL framework.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Runs bridge calls on Major Incidents, ensuring the engagement of the proper, including Third Party providers
• Drives the Major incidents calls to focus on faster resolution and empowering the collaboration of the various technical SMEs
• Communicates status of Major incidents to the Enterprise following the established SLAs
• Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
• Engages the proper business parties to capture business impacts and align the incident priority accordingly
• Keep up with the current and upcoming technology of the Bank, get familiarized with the Architecture and Flow Diagrams of the top Critical Services
• Serves as a consultant and mediator for technical challenges.
• Effectively communicates issues to engineers and leadership within support teams, and resolutions or work-around to the customer as appropriate.
• Ensure the on-call schedule and SMEs Support Contacts are up to date, including Third Parties.
• Partners with Problem Management, Change Management, Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
• Possess project delivery skills and experience working directly with stakeholders, customers, and clients.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.
  
  

EDUCATION

Bachelor's Degree in a related IT field or five (5) years of experience in IT Incident Management

Experience

• Three (3) years of experience working in a corporate Incident Management environment Experience running ITSM processes following ITIL 4 framework required
  
  

Knowledge, Skills And Abilities

• Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management, Service Catalog Management, Availability Management, Continuous Improvement, Service reporting and KPIs.
• Broad understanding of all aspects of applications and infrastructure components.
• Proficient in ServiceNow modules including Incident, Change, Problem, Knowledge Management and Reports.
• Knowledge of Risk Management, Compliance, Audit, Information Security and Technical Privacy.
• Excellent Problem-Solving skills.
• Ability to influence others at all levels of an organization with proven leadership skills.
• Ability to communicate effectively to team members on a regular basis.
• Ability to work across functional areas to drive continuous improvement.
• Ability to work in challenging and ambiguous environments.
• Ability to use data-driven techniques, analyze and interpret data.
• Strong technical skills.
• Possess project delivery skills and experience working directly with stakeholders, customers, and clients