Major Incident Manager II

Vanguard Wayne , PA 19080

Posted 5 months ago

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.

Qualifications:

  • 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

  • Strong working knowledge of multiple IT platforms (i.e. Windows, Linux/Unix, Network, Mainframe)
  • Strong working knowledge of current versions of the Microsoft Office product suite.

Special Factors

Vanguard is not offering visa sponsorship for this position.


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VIEW JOBS 12/12/2018 12:00:00 AM 2019-03-12T00:00 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 life cycle 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. Qualifications * 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 * Strong working knowledge of multiple IT platforms (i.e. Windows, Linux/Unix, Network, Mainframe) * Strong working knowledge of current versions of the Microsoft Office product suite. Special Factors: Vanguard is not offering visa sponsorship for this position Vanguard Wayne PA

Major Incident Manager II

Vanguard