Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Major Incident Manager in the Corporate and Investment Bank, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. You will be responsible for responding to escalations, owning, executing and promoting the Incident Management processes from initiation to resolution. You will have the opportunity to work in a high availability, high transactional technical environment. Your role will be critical in ensuring the best customer and colleague experience, solving complex incidents, and contributing to the evolution of our processes and working practices. 

Job responsibilities: 

Owning, executing and driving the Incident Management processes from initiation to resolution using strong facilitation, planning and time management. Command and control of Incident bridges with business, technology and external vendors. Assess and priorities multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments. Communicate the incident status, resolution and impacts to internal and external stakeholders clearly and concisely; including gathering relevant information to communicate to regulators. Facilitate timely communications to customers to help manage their experience using our communication tooling.  Drive a culture that reduces repeat incidents, helping to join the dots up through shared learning. Support the review of all incidents across all priorities to identify the thematic root causes, impacts and actions detailing accurate and timely reports to key forums to drive improved decision making.  Contribute ideas to evolve our processes, working practices and stakeholder relationships so that we continue to be recognized as a high performing, team with a constant focus on continual improvement Participate in post-incident reviews and lead improvement activities during downtime.

Required qualifications, capabilities, and skills 

SME knowledge and understanding of Incident Management best practices, skills and tools  Expertise in running incident bridges/zoom for technology issues Excellent (both written and oral) communication skills - you can demonstrate confidence liaising with senior technology and business management Strong team player, proven ability to foster relationships from both a business and technical point of view Can repeatedly demonstrate strong adherence to process and procedures Experience with processes within the ITIL framework Broad understanding of technology frameworks, including mainframe, midrange, distributed, and cloud technologies. General understanding of Financial Services and key drivers of business performance.

 

Preferred qualifications, capabilities, and skills 

Application or production support experience preferred although Application Development experience a plus Experience with one or more general purpose programming languages and/or automation scripting Working understanding of public cloud Experience with Service Now is preferred ITIL training and certification preferred