Job Summary

• Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls. 
• Ability to maintain a professional demeanor and attitude while being assertive. 
• Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership. 
• Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge information, if the response does not fit the situation. 
• Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment. 
• Strong interpersonal & relationship skills, ability to learn and develop quickly. 
• Excellent presentation and communication skills
  
  

Key Responsibilities

• Support MIM function in 24x7x365 environment in rotational shifts with MIM team, whose primary function is to drive all critical incidents globally until resolved.
• Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities. 
• Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
• Audit the incidents and other processes as required and share periodic reports. 
• Proactively identify opportunities for service improvements; to address and eradicate unacceptable levels of service. 
• Manage RCA for the P1s using Problem Management process and Review Changes for approval (Emergency, Expedited and Normal Changes).
• Other duties as required.

• Experience running Incidents in an enterprise environment. 
• Deep and wide understanding of application, businesses and operations and/or technology architecture and platforms. 
• Extensive experience in managing major incidents and communication with leadership. 
• Experience of working in a process-driven environment. 
• Experience of interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments. 
• Experience with IT process related industry best practice frameworks and Standards.
• In-depth understanding of general technology infrastructure concepts. 

Skill Requirements

• Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls. 
• Ability to maintain a professional demeanor and attitude while being assertive. 
• Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership. 
• Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge information, if the response does not fit the situation. 
• Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment. 
• Strong interpersonal & relationship skills, ability to learn and develop quickly. 
• Excellent presentation and communication skills
  
  

Other Requirements