Job Description
Within Wholesale Banking Tech, we are looking for an enthusiastic Major Incident Manager to be a part of SRE Wholesale Banking Major Incident Management team (WBMIM). This person will support the DevOps teams during critical and high priority incidents (outages of IT services, with potential customer impact) within all of Wholesale banking Tech, by coordinating, facilitating, and communicating about the incident. As a Major Incident Manager, you will be the primary point of contact for all escalations related to critical and high priority incidents, and with your expertise you will guide the DevOps teams during incident assessment, host the incident call, communicate incident updates on a timely manner, and organize root cause analysis after each incident, to name a few. Key Responsibilities
- Together with your colleagues in Amsterdam, New York, and Manila you will coordinate, facilitate, and communicate all critical and high priority incidents for Wholesale Banking Tech
- Organize and guide DevOps teams through root cause analysis, improvement actions, preventive measures, and other postmortem activities.
- Create management overviews on process adherence and maturity across the domains.
- Recognize problem area's (high reoccurrence of incidents, low process maturity, etc.) and escalation process.
- Generate weekly, monthly, and annual reports related to incidents and availability.
- Collect and organize information about the IT services WB Tech delivers, into a central knowledge base.
- Facilitate and present incident refresher trainings to all DevOps teams. Key Capabilities/Experience
- At least 3 to 5 year(s) of experience as an Incident Manager
- Working knowledge in using ServiceNow, Confluence Page, SharePoint, and Microsoft Office (i.e. Outlook, Excel, and MS Teams)
- Good understanding of IT and banking
- Understanding of IT Service Management processes (incident, problem, change management)
- Understanding of Agile way of work (sprint, product ownership, dev and ops roles)
Leadership, delivery, and soft skills:
- Excellent communication skills in English (written and spoken)
- Hands-on, assertive, and pro-active positive attitude
- Experience in formal/informal leadership, speaking up in front of groups and leadership
- Strong organizational, analytical, and critical thinking skills.
- Ability to identify practical solutions.
