Propel operational success with your expertise in technology support and a commitment to continuous improvement. Join our dynamic Infrastructure Platforms Group, where innovation and technology converge to deliver exceptional products and services. As a Major Incident Manager within our Major Incident Management (MIM) team, you will play a pivotal role in ensuring the stability, resilience, and security of our operating environment, enabling both you and the products you deliver to thrive. You will lead the management of Major Incidents with significant impact on the firm's lines of business, operating within a global team that provides 24x7 coverage throughout the year using a follow-the-sun model.
As a Technology Support III team member in Infrastructure Platform Incident Management, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities
Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firmAssist in the monitoring of production environments for anomalies and address issues utilizing standard observability toolsIdentify issues for escalation and communication, and provide solutions to the business and technology stakeholdersAnalyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructureProvide leadership to meticulously review and analyze the impacts of technology controls, ensuring alignment with existing and emerging global regulatory requirementsExpertly identify and marshal all necessary resources, leading technology incident regulatory impact assessments under stringent time constraints to ensure the timely collection and submission of all pertinent regulatory requirementsAssist in the strategic development and implementation of the firm's technology policies, standards, procedures, control guidance, and training programs, fostering a culture of compliance and excellence.Cultivate and maintain robust business and technology relationships, establishing yourself as a trusted partnerActively design and manage a personal improvement plan to set and achieve team and individual performance goals, demonstrating a commitment to professional growth and excellence.Participate in post-incident reviews and problem management activities with a dedication to continual learning and process enhancement, driving improvements in incident management practicesProactively engage in improvement initiatives during incident downtime, leveraging insights and expertise to enhance system resilience and operational efficiency
Required qualifications, capabilities, and skills
3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesDemonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloudExperience in observability and monitoring tools and techniquesExposure to processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkExpertise in product and infrastructure supportKnowledge of risk and controls landscape, ensuring company-wide standards are metAbility to execute within a customer-centric environmentExperience in Incident management process and procedures within a large techology environmentExcellent communication skills in leading incident resolutionStrong teaming skills along with building relationships across LOBsMust be able to work back end shift 8amEDT to 7:30pmEDT Thursday thru Saturday and every other Wednesday
Preferred qualifications, capabilities, and skills
Working understanding of public cloudProefficient in ITSM