Senior Incident Manager
Project description
As part of Mission Control, you will be the point of contact for everything related to the production environment. You are part of the core team of the TS Mission Control, and you collaborate closely with the other Technology Services teams. As a Mission Control representative you will lead Incident Management in the organization along the defined standards and guidelines of the Incident Management framework. Working in collaboration with the different technology support organizations and business stakeholders you drive fast and reliable incident resolution and therefore, support smooth and reliable Technology Services operations. In addition to the resolution activities, you ensure precise and timely incident communications to the different stakeholders within the organization.
Responsibilities
- Have and provide a production overview across the bank. o Be the central point of contact to provide an overview of the production health for technology. o Proactively monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary. o Correlate cross-stream issues/events.
- Run and support incident management. o Actively manage all Severity 1 to 3 Major Incidents o Overview of all severity 4s, their current state and related escalations o Trends and abnormal volumes of severity 5s and unstructured requests o Manage severity 4 incidents when they have the potential to escalate.
- Control and ensure the quality of incident communications. o Have an overview of all incident notifications released. o Be accountable for the content of all major incident notifications. o Provide quality content for cross-stream major incident notifications. o Be accountable for the quality and hygiene of all stream incident notifications.
- Run and support Mission Control Command & Control activities. o Be aware of the change portfolio / activities and communicate these effectively. o Understand the effect of significant the events, financial events and market news.
- Establish and maintain collaborative working relationships with functional counterparts of the other Technology Services streams.
- Perform analytics by collecting real time data, identify trends and pro-actively resolve and manage issues/events before they become incidents.
- Trend Incident and Problem ticket data to ensure that we have effective Problem management in terms of reducing Incident occurrence.
SKILLS
Must have
- - Several years' experience in IT or Finance roles for large organizations. - Able to translate technical information for non-technical people. - Excellent communication skills that allow you to interact on all levels. - Experience in managing IT incidents in a global, multi-stream environment is preferable. - ITIL certification is desirable. - Knowledge of diverse technologies is an advantage You are: - Enthusiastic with diverse skills. - Analytical and Client focused. - Fluent in Business English - Excellent team player with pro-active, positive personality and "can-do" attitude. - Have the ability to multi-task and prioritize incidents accordingly.
Nice to have
German a distinct advantage
