IT Incident Manager

Key Responsibilities:

• Lead and facilitate technical and management bridge calls during high-priority incidents; assign tasks and distribute post-incident reports.

• Deliver timely and clear communications to broad audiences, including executive-level updates.

• Confidently guide incident resolution efforts, making critical decisions under pressure when necessary.

• Provide real-time updates on infrastructure issues and recovery actions during management bridges.

• Ensure enterprise-wide alignment in IT incident handling, promoting end-to-end process and data integration.

• Analyze incident trends, including frequency, duration, categorization, and resolution rates.

• Partner with Problem Management to identify root causes and implement cost-saving and process improvement initiatives.

• Recommend and drive service improvement strategies to enhance incident response consistency and efficiency.

• Conduct technical analysis of significant or recurring incidents.

• Perform additional duties as assigned.

Qualifications:

Required:

• 3+ years of relevant experience

• Ability to work non-standard hours, including on-call, nights, and weekends.

• Proven experience in Incident Management within complex IT environments.

• Strong communication and collaboration skills.

• Proficiency with ServiceNow.

• Experience with monitoring tools such as Dynatrace, Splunk, or Datadog

Preferred:

• Familiarity with technology infrastructure in financial institutions.

• Broad technical knowledge across Mainframe, Midrange, Distributed Systems, and Networks.

• ITIL certification (preferred but not required).

Core Competencies:

• Analytical Thinking: Ability to identify issues, compare data, and draw meaningful conclusions.

• Effective Communication: Skilled in conveying complex information clearly to diverse audiences.

• Judgment & Decision-Making: Capable of making sound decisions under pressure with limited information.

• Technical Expertise: Maintains up-to-date knowledge in relevant technical domains.

• Relationship Building: Fosters collaborative partnerships to achieve shared goals.

• Client Focus: Prioritizes internal and external client needs in all actions and decisions.