Vacancy expired!
Why you'll love this job: Being a member of the Enterprise Production Services team means you will be part of a diverse and collaborative team with critical responsibilities to protect the financial services industry and serve our clients, both internally and externally. As the Director of IT and lead for the Major Incident Management (MIM) and Event Management teams, you will play a critical role in the rollout and operationalization of the newly formed Virtual Command Center (VCC). The VCC reimagines IT Operations with a focus on automation, incident response and prevention and client service. You and your teams will drive the resolution of issues across all enterprise technologies, by facilitating investigations, watch parties and major incident triage to maintain service levels (SLAs). You will also lead root cause analysis efforts to ensure resolver teams quickly identify actions to prevent future events and client impact. The candidate must have good communication skills with the ability to articulate problems, solutions and actions through concise and clear messaging and have demonstrated the ability to assess sophisticated issues and structure potential solutions to drive resolution with senior partners. Your Responsibilities
- Lead global 24x7 support teams that use 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 identify 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 alignment to Regulatory requirements
- Maintain and continually enhance ServiceNow Event & Alert rule framework to successfully gather Events \"state change\" and route to the correct Alert Dashboard for action
- Work with development & infrastructure teams on standard methodologies for error logging and ensuring associated actions vital to resolve Alert
- Drive Alert noise reduction initiatives to enable Support teams to focus on critical meaningful alerts
- Define and implement CSF / KPI for Alerts and Major Incidents to provide visibility to achieving firm goals
- Work with Audit and Risk to ensure Event and Major Incident policy and procedure controls well defined and adhered too
- Work with Support teams to define and implement solutions for automating repetitive Alerts
- Lead Major Incident Management Process which include:
- 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 necessary to ensure timely resolution
- Minimum of 10 years of related experience
- Bachelor's degree preferred or equivalent experience
- Minimum of 10 years of related experience, IT delivery and / or support.
- Consistent track record for 5 years in management role with experience handling major incidents and leading crisis events
- Good 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
- 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, problems to identify hotspots
- Experience initiating Continuous Improvement Projects
Vacancy expired!