Major Incident Manager

**Responsibilities**:
As a Major Incident Manager, you will be in a highly visible role contributing to Finastra’s daily operations in a global 24/7/365 environment. This role is key to drive speedy resolution of major incidents by actively facilitating and co-ordinating across multiple technical teams, a level head, and a broad technical understanding is key to ensure success.

This role owns all levels of communication for a Major Incident to internal Stakeholders, running effective bridge calls, ensuring both business and IT focussed updates are sent in a timely manner. Ensuring ITSM records are maintained and updated. This role also includes some on-call responsibilities outside of business hours including weekends on a team rota basis.

This role will also be required to perform functional and hierarchal escalations to ensure we meet service level agreements with our customers and internal SLO’s. As a Major Incident Manager you will be required to assist in building the team’s documentation and be a key participant in RCA meetings.

The Major Incident Management team is part of the larger Operations Management Center which is critical to ensuring timely resolution of production incidents, performing continual service improvements to proactively detect and prevent customer impacting incidents. To actively focus on Production Stability across the estate, with key areas of focus on reduction of mean time to engage and mean time to resolve.

**Responsibilities & Deliverables**:
Your deliverables as a Major Incident Manager will include:

- Support and promote ITSM framework amongst teams and the wider IT organization. The Major Incident Manager is responsible to effectively manage the lifecycle of unplanned interruptions. This includes protecting the organisation from reputational damage, productivity loss and regulatory failings
- The ability to learn new technical concepts quickly and translate technical jargon into plain speak for stakeholders, as well as the ability to filter information quickly and tailor communications to the recipient
- Perform initial incident assessment of technical and process deficiencies and follow up on investigations
- Provide leadership to multiple support teams during Major Incidents to actively drive towards immediate service restoration.
- Resolve matters that have been escalated and provide approvals where required and follow the technical and functional escalations where necessary
- Follow Emergency change process to ensure corrective actions are implemented and managed effectively
- Ensure proper lifecycle transition from Incident to Problem Management processes including active participation in RCA meetings
- Contribute to the continual improvement of the Incident Management process.
- Perform Incident trend analysis and systemic Problem identification.
- Participate in specific Operations Management activities and special projects or initiatives as required.

**Required Skills and Experience**:

- Experience with ITIL methodologies and industry best practices. - ITIL v3 certification, minimum foundation level.
- Excellent working knowledge of an ITSM platform - ServiceNow is preferred
- Strong background in managing Financial / Payments related Major incidents with understanding of associated regulatory implications and time dependent drivers.
- Experience leading bridge calls with many technical participants
- Experience and tenacity in driving resolution of complex issues
- Proven ability to multi-task and prioritise to always push towards resolution in a timely manner, keeping a level head while systematically pushing technical teams to perform the technical work to restore service
- Proven ability to analyze and solve a wide range of technical problems. Including the ability to perform first level assessment of technical and process deficiencies and follow up on investigations
- Excellent written and verbal communication skills are a must. The ability to effectively communicate technical concepts to non-technical clients/partners, is significant, specifically at senior management level.
- Excellent analytical skills are required
- Experience leading teams to support meeting a contractual service level agreement
- Experience with Problem Management
- Experience with Change and Release Management
- Experience with Crisis Management and Communications