Major Incident Manager

Experience working in a financial services is a plus
Experience in ITIL incident, problem, and change processes and tools
2+ years working in a service or IT support role, incident management preferred
Strong organizational and prioritization skills; ability to handle multiple workstreams simultaneously while adapting to constantly changing requirements
A focus on Customer/business satisfaction, with strong interpersonal skills and responsiveness
Displays Assertiveness & Authority when facilitating recovery calls

Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
Handle major incidents, ensuring the smooth transition from Incident to Problem Management
Ensure timely and accurate communications during an incident
Acts as the point of contact for support groups and internal businesses during recovery of major incidents
Identifies an incident owner to lead the incident process during major incidents
Assesses impact and progress to ensure escalation is timely and appropriate
Provides accurate and timely communications on impact to the appropriate distribution lists and senior management
Ensure correct inputs to the Problem Management process
Drives governance around incident management
Gather information and facilitate the decision-making process of granting approval for immediate change requests to systems with input from the appropriate teams

Experience with ITIL framework and incident management tools is a plus but not required