Major Incident Management (MIM) Backup

We are looking for a Major Incident Management Engineer to manage and resolve IT incidents in a critical banking technology environment. The role is responsible for proactively monitoring the health and stability of web and digital applications identifying and resolving complex issues before they impact business operations and driving effective incident recovery strategies.
As part of the Eyes on Glass team the role will partner with application infrastructure network database security and vendor teams to maintain system stability and serve as a key escalation point during major incidents. The position also involves incident coordination major incident support SLA management and contributing to continuous improvement initiatives.

Job Title: Major Incident Management
Experience: 36 Years
Department: IT / Incident Management
Category: Software Development/ Engineering
Industry: Banking / Financial Services
Shift: 22:30 to 07:30 US Eastern Time (may vary with Daylight Saving Time) any 5 days of the week including Saturdays and Sundays.
Note: Support from the Clean room (Pen book mobile and any digital devices are not allowed).
Education Qualification: Bachelors degree in computer science or related field or higher with minimum 3 years of relevant experience.
Job Summary:
Key Responsibilities
Manage and coordinate Incidents and Major Incidents from identification through resolution.
Perform technical analysis and troubleshooting to restore services quickly.
Participate in and lead major incident bridge calls when required.
Coordinate with application infrastructure network database cloud security and vendor teams.
Ensure incidents are resolved within agreed SLAs and minimize business impact.
Monitor incident queues priorities escalations and service restoration activities.
Provide timely technical updates to stakeholders and management.
Perform incident trend analysis and identify recurring issues.
Work with respective teams on Root Cause Analysis (RCA) and Post-Incident Reviews.
Maintain incident documentation knowledge articles and resolution procedures.
Follow ITIL/ITSM security risk and banking compliance processes.

Required Skills
36 years of strong experience in Major Incident Management / IT Service Management with IT Operations Production & Application Support.
Good understanding of enterprise applications infrastructure networks databases and cloud environments.
Experience with ServiceNow BigPanda Dynatrace Jira or similar ITSM tools.
Banking/Financial Services experience is preferred.
Strong troubleshooting analytical highly skilled in communication and coordination skills.
Ability to work under pressure in a 24x7 production support environment.

Preferred Certification
ITIL 4 Foundation or equivalent ITSM certification.

Jim:

Below is the requirement for MIM Engineer role share it to HR
Overall
Ability to work weekends on a routine basis.
Act with integrity and honesty.
Be timely and reliable
Have a sense of urgency and ownership
Demonstration attention-to-detail
Display drive ambition determination and grit.
Be curious and exercise critical thinking.
Be technically and grammatically accurate in oral and written communications
Proactively monitor chat and other communication channels for engagement and resource requests.
Respond to inquiries and requests in a timely and accurate manner.

MIM Calls
Understand and execute PNCs MIM process from beginning to end.
Solid understanding of ITIL Foundation principles and processes.
Understand Event Incident Change and Problem Management.
Ability to quickly establish bridge calls for MIM Calls
Ability to quickly create Whiteboards to document MIM Calls
Ensure Whiteboards are complete and accurate and capture the details of MIM Calls.
Exercise command and control over MIM Calls.
Proactively speak-up on MIM Calls to ask relevant and thought provoking questions as well as provide guidance and direction.
Knowledge of and ability to use a variety of monitoring tools like Logscale Dynatrace Big Panda ServiceNow etc.

SRC Operations
Proactively monitor Event Management tool and call-out anything that is out of the ordinary or potentially impactful to the customer or bank.
Understand the various Application Teams and what they are responsible for.
Understand the various Production Support Teams and what they are responsible for.
Hold L1.5 Application Teams and Production Support Teams accountable for assessing and actioning Events.
Understand Batch processing and what that means to the Bank and customers.
Understand Lag and what that means to the Bank and customers.
Ability to update and give/accept turnover.

• Communication
• Dynatrace
• ServiceNow
• Incident Management
• IT Service Management

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