To oversee and manage major incidents throughout the lifecycle of the IT Major Incident Management process. Major incident managers are instrumental in providing clarity, communication and facilitation during a major incident while mitigating risk and assuring IT services are quickly restored and available.
Duties and Responsibilities:
Responsible for owning and leading IT major incidents throughout their lifecycle per the major incident management process. Mitigates risk and assures availability.
Responsible for reviewing historical incidents and root cause analysis to identify trends and opportunities for improvements across IT.
Responsible for producing, maintaining and distributing major incident reports for critical business and IT services.
Responsible for conducting Post Incident Reviews for Major Incidents.
Responsible for managing emergency changes in accordance with defined policy and process.
Reviews the Daily Status Report (DSR) ensuring appropriate root cause, client impact and next steps are documented following a Major Incident.
Performs the Problem Management process to include the creation of Problem Records.
Performs operational duties to comply with key controls.
Participates in IT operations, design and architecture meetings to institute industry leading practices for recovery across IT.
Continuous improvement of the overall major incident process and communication.
Coordinating, creating and maintaining knowledge management articles in ServiceNow pertaining to major incident processes.
Participates in special projects and performs other duties as assigned.
Undergraduate degree in related field or the equivalent combination of training and experience
Excellent analytical skills and understanding of processes, technology, and operational concepts
Ability to ask probing questions and drive logical problem solving
Strong negotiation skills and client focus
ITIL Foundation Certification preferred, ability to obtain within 6 months
Proven track record of success in IT methodologies, services and infrastructures
Knowledge of Incident/Problem trend analysis
ServiceNow Incident / Problem Management experience preferred
Ability to continue ITIL certification
Excellent written and oral communication skills, including presentation skills
Broad knowledge of the financial services industry
Vanguard is not offering visa sponsorship for this position.