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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:

  • An ambitious self-starter
  • Hungry to learn
  • Driven towards success
  • A strong and efficient communicator
  • Able to multi-task and excel in a fast-paced trading environment

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:

  • Certified ITIL (Foundation) V3/V4

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