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Major Incident Manager
| Company | Northern Trust |
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| Location | Chicago, IL, USA |
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| Salary | $95600 – $162400 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- Bachelor’s Degree in Business, Computer Science, or a related field or equal experience
- Experience and confidence working with all levels of management including business and IT executives
- Comprehensive knowledge of ServiceNow and Microsoft Office applications, including Teams, Word, Excel, and Visio
- Experience working in global, cross-functional, collaborative teams
- Experience with the Software Development Lifecycle (SDLC), i.e.. Waterfall or Agile Methodologies
- ITIL V4 certified (Managed Service Professional or Strategic Leader certification is a plus)
- Experience supporting a large enterprise (Financial Services domain experience is a plus)
- Analytical and detail orientated thought process with the ability to take methodical approach to activities such as data analysis and trending
- Excellent verbal and written communication skills (English)
- Ability to multitask in a fast paced, stressful environment, and to remain calm under pressure
- Highly flexible and adaptable to change
- Able to work over weekends and leverage a 24×7 command center
- 12+ years of overall experience with 8+ years in IT Service Management (ITSM)
- 5+ years of experience as an Major Incident Commander handling major and significant incidents in a 24×7 production environment
- 10+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Cloud, networks, firewalls, routers, load balancers, VPN, LDAP, Oracle/SQL databases, SAN, Virtualization, Email systems, Event Management , ServiceNow, Enterprise monitoring and access management solutions. Subject matter expertise in one of the areas would be a plus.
Responsibilities
- Execute the major incident management process and commanding major incident calls to resolve incidents and restore service as quickly as possible minimizing client and business impact
- Contribute to the continuous improvement of procedures, controls, and guidelines for the implementation of an efficient and quality major incident management process
- Monitor trends in incidents and issues to identify opportunities for IT to reduce service disruptions and major incidents
- Create clear and repeatable procedures for support teams to follow easily
- Assist in identifying new ways to simplify, integrate, automate and refine the major incident process to better support the business and clients during service disruptions
- Train associates on the major incident management process and procedures via direct coaching and mentoring
- Lead by example, confident, self-motivated and collaborative in your approach
Preferred Qualifications
- Managed Service Professional or Strategic Leader certification is a plus
- Financial Services domain experience is a plus
- Subject matter expertise in one of the areas would be a plus
