Incident and Problem Manager

New York, New York

As a Problem Manager, you will:

Manage major incidents from identification to service restoration and closure
Drive the root cause analysis and produce the RCA documentation within SLA
Regular professional communication on major incidents to stakeholders within contracted SLAs
Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution
Work with alerting & monitoring teams to pro-actively avoid high priority incidents
Identify changes in the support processes and change the Incident Management process accordingly
Run major incident ‘blameless postmortem’ sessions after service restoration to ensure avoidance of repeat incidents
Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes
Provide weekly incident reports to the CIO and senior management
Report on major incident service level compliance statistics to the Service Delivery & Account Managers.
Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
Co-ordinate required plan to ensure change
Drive continuous service improvement and incident avoidances

To be considered a good cultural fit, you must be:

To be considered a good technical fit, you must have:

3-5 years of experience working with investment banks, investment advisors or associated software vendors
Background in a service management role working within an ITIL framework.
Understanding of IT Infrastructure and Operating Systems
Strong experience of delivering service quality within an ITIL framework
Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies
Good experience in managing conference calls or incident resolution meetings
Strong written and verbal communication skills
Strong experience of IT service, operations, and support

Bonus points for: