Incident Management Director

The impact you will have in this role:

Being a member of the Enterprise Production Stability organization means you are part of a diverse and collaborative team with critical responsibilities to protect the financial services industry and to serve our clients, both internally and externally.  As the Director of Incident Management, you will manage a team of Major Incident Managers and communicate updates to stakeholders, while also developing performance indicators and improving proactive incident management, with a focus on continuous process improvement.

The candidate must have strong communication skills with the ability to convey problems and coordinate resources during crisis situations.  This role often requires interactions with senior levels of leadership and regulatory relations.

You and your team will drive the resolution of issues across all enterprise technologies, by facilitating investigations, watch parties and major incident triage to maintain service levels agreements (SLAs) and performance targets. You will also initiate root cause analysis efforts to ensure resolver teams quickly identify actions to prevent future events and client impact.

Your Primary Responsibilities:

• Lead global 24x7 support team using Observability tools and ServiceNow for engagement of critical partners and support staff to minimize the impact of service disruption to client / regulators


• Leading, driving, facilitating and chairing postmortem investigation activities to identify lessons learned and root cause


• Collaborating with Support, Operations and the business to identify action plans with specific actions, to permanently resolve service disruptions


• Matrix management of people, processes and resources to reduce time taken to resolve Major Incidents – including resolving conflict to move forward to resolution


• Continually maintaining and identifying Tools & Processes to enable the organization's ability to prevent and respond to major incidents


• Provide major incident metrics reports


• Ensure Information Technology response to service disruptions aligned to Regulatory requirements


• Define and implement CSF / KPI for incidents and major incidents to provide insight to achieving firm goals


• Work with Audit and Risk to ensure Incident Management policy and procedure controls are well defined and adhered too


• Lead Major Incident Management Process which includes:
  
  
  
  • Driving Major Incidents to speedy resolution
  
  
  • Matching incidents against Changes and Known workaround
  
  
  • Running Cyber and Regulatory response
  
  
  • Prioritizing incidents in terms of impact and urgency
  
  
  • Raising incidents to other teams as vital to ensure timely resolution
  
  

**NOTE:  The Responsibilities of this role are not limited to the details above. **

Qualifications:

• Minimum of 10 years of related experience in IT delivery and / or support


• Bachelor's degree and/or equivalent experience

Talents Needed for Success:

• Consistent track record of 5+ years in management role with experience leading major incidents and crisis events


• Excellent communication skills and ability to meet with clients, present to senior management and provide updates to regulators / supervisors


• Ability to work across teams to create partnerships that achieve organization goals, and passionate about building an innovative culture


• Ability to evaluate, prioritize, and drive responsible use and development of AI-enabled capabilities to improve incident detection, triage, communications, automation, trend analysis, and decision support across the Incident Management lifecycle


• Familiarity with Software Development Life Cycle management & Agile


• Familiarity with Enterprise Infrastructure design standards for modular, secure and resilient applications to drive root cause analysis across the breadth of the enterprise


• Knowledge and Familiarity with AWS & Microsoft O365, ServiceNow, ITSM


• Identify and implement efficiencies and improvements to IT Service Management standard processes and procedures


• Experience working with Excel or other analysis tools to complete analysis of historical incidents, alerts, and problems to identify hotspots


• Experience initiating Continuous Improvement Projects