Job Description:
Senior Incident Manager - Financial Services responsibilities include, but are not limited to:
- Facilitate the coordination, communication, and escalation of incidents impacting the delivery of GTS services to the client, through an established incident management process covering global incidents
- Operational Management and Monitoring of critical applications, infrastructure, and operations leveraging E2E dashboards and feeds from external support teams
- Use knowledge and experience, applicable to the incident, to determine the appropriate assessment of impact, severity, and ownership
- Use management and/or leadership skills to ensure the incident recovery team is properly organized, properly managed, and effectively communicating throughout the life of the incident
- May be required to work on a shift schedule providing on-site and on-call operational coverage 24x7
- Review, record, and report on all impacting incidents on a daily basis through an existing process and tool
- Assist with the management and timely execution of deliverables associated with the Business Command Center / Incident Management workstream
· Defining, implementing and measuring critical performance metrics
- Managing incidents based on industry recognized quality/process improvement methodologies
- Driving incidents to successful completion; work with BCC Manager and other SQG Managers to ensure overall Incident management goals and milestones are met
- Reviewing all Incident Management Status Reports for projects for accuracy, consistency and timeliness
- Reviewing all Issue Logs
Coaching and mentoring the monitoring analysts (these could be offshore resources) on Incident management disciplines
