Senior Manager - Major Incident Management MIM

As a leader in the Corporate Technology Support team the Senior Manager Major Incident Management (MIM) will be responsible for managing a 24X7 team of Incident Commanders daytoday operations Major Incident handling and escalation management.  Additionally this role will require a commitment to process improvement identifying areas where automation and AI can streamline the processes.  The ideal candidate will possess significant experience in the Major Incident Management space with previous experience managing people and developing processes. 

Key Responsibilities:

• Lead and Mentor Incident Commanders response to Major Incidents: Build capabilities for P1 and P2 incident response ensuring swift and effective restoration of critical systems services and applications.
• Strategic Communication: Provide clear concise and timely updates to senior leadership stakeholders and impacted business units maintaining transparency throughout.
• Incident Documentation and Reporting: Maintain meticulous records of incident activities timelines and resolutions producing comprehensive postincident reports for analysis and improvement. Develop and update incident management documentation and procedures.
• Root Cause Analysis and Remediation: Facilitate thorough postincident Root Cause Analysis and Problem Tickets to identify root causes implement corrective actions and prevent future occurrences.
• Metric and Trend Analysis: Analyze incident trends and suggest improvements to incident management processes.
• Process Improvement and Optimization: Continuously evaluate and enhance incident management processes procedures and tools to improve efficiency and effectiveness. Modify and create new work instructions or playbooks to prepare for similar impacting events and allow for a quicker response.
• Stakeholder Management: Build strong collaborative relationships with the various support teams and the ability to guide direct coordinate and control priority incident bridges.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualification
Minimum of 5 years of experience in Major Incident Management within a
global complex environment preferably in the financial services industry

Preferred Qualification
8 years of relevant work experience and a Bachelors degree OR 11 years of
relevant work experience
Minimum of 5 years of Service Now experience
Minimum of 2 years of Power BI experience
Strong people leadership and performance management skills are required
with experience leading teams effectively motivating employees and
managing their performance.
Strong communication skills and executive presence are important with the
ability to communicate effectively and maintain a commanding presence.
Strong collaboration skills are needed with the ability to work effectively with
others both within and outside the team and foster a collaborative
environment to achieve common goals.
Emotional intelligence is crucial with the ability to understand and manage
your own emotions and those of others build strong relationships manage
conflicts and lead effectively.
Change adaptability is necessary with the ability to adapt to changes in the
business environment and guide the team through them.
Project management skills are required with an understanding of the
principles and techniques of project management and the ability to manage
projects effectively and ensure they are completed on time and within budget.
Strong knowledge of the ITIL framework and service desk tools is necessary
and certification in IT service management project management or quality
management is preferred.

Additional Information :

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Remote Work :

No

Employment Type :

Fulltime