Incident Management Specialist

Position summary: The VP, Incident/Problem Management is responsible for a small team of incident managers that provide 24x7 support for one of the most important SIFMU’s in the US. This role will interact across the enterprise, may engage with our external clients, and will represent the company with our examining bodies specific to incident and problem management. This role is a key role in the first line of Defense. The role will be at the forefront of incidents impacting our enterprise. The VP will be hands on reviewing / writing postmortems, leading the investigation and ensuring that root cause and corrective actions are captured appropriately. The role will help to evolve the problem management process, introduce trending metrics, target areas for improvement and drive a sense of continuous learning and process improvement. This role will drive the strategic direction of the function and advance to take incident management to the next level within TCH.
Qualifications required:

5+ Years’ experience designing and executing incident/problem management processes
5+ Years’ experience working in IT Service Management or senior operations role in financial services
5+ Years’ experience in payments landscape
3+ Years’ Service Now Experience
Must be process driven, detail oriented and organized in both thought and practice
Excellent verbal and active listening skills
Exemplary written communication skills
Strong analytical and problem-solving skills
Ability to turn complexity in process or breaks into easily understandable root cause information
Qualifications desired:

Must have a professional demeanor and be able to effectively work with internal and external customers, vendors and staff
Managing teams (3-6 resources)
Ability to influence without authority
Ability to work under pressure and handle conflicting priorities
Excellent time managements skills
Experience with TCH technologies
Evidence of strong documentation skills
ServiceNow knowledge
Strong analytical skills and leverage data to focus on improvement
Essential functions and responsibilities:

Planning and managing support for incident management tools and processes
Coordinating interfaces between incident management and other service management processes
Monitoring the effectiveness of incident/ problem management and make recommendations for improvement
Manage incidents
Developing and maintaining incident/problem management processes and procedures
Review incident data to analyse assigned problems
Analyses incident and problem tickets for correct prioritization and classification
Investigates problems through to resolution or root cause
Coordinates actions of other as necessary to assist with the analysis and resolution actions for problems and known errors
Prepare reports and metrics pertaining to incident/problem management
Managing internal or external audit activities
Perform tabletop exercises
Work closely with all Support Groups to mitigate re-occurrence issues