AVP – Infrastructure Incident Manager recruitment

The Role / Responsibilities:

This individual will be part of the Moody’s IT – Technology Operations Service Management team. This role will be responsible for providing availability management services for serious incidents mainly in the infrastructure space. This role will be part of the virtual global incident management (GIM) team. All members of the GIM team will have responsibilities to drive and provide leadership to manage all IT Incidents / Outages to resolution in an ITIL based organization, including communications to senior stakeholders during incidents.

The main responsibilities of this role includes but not limited to:

• Effectively responding to escalations regarding unplanned service interruptions from customers and internal IT.

• Providing leadership during the following activities:

oLogging, categorization and prioritization of Incidents

oIncident investigation and diagnosis

oIncident resolution or recovery using workarounds.

oIncident closure after verification from users

• Working with Production Support and Infra teams to trigger Problem Management process where appropriate

• Defining and planning separate procedures for major Incidents

• Evaluating Incidents to determine if they are likely to reccur

• Ensuring adherence to SLA

• Ensuring adherence to priority based management based on impact + urgency

• Ensuring Incident routing follows a predefined escalation matrix.

• Production of management information in relation to agreed SLAs

• Ensuring the Incident Management process is performed as designed.

• Contributing to the Incident Management Service Improvement Stream of the Service Transformation Program to continuously improve incident management process as well as its metrics.

• Designing Processes as a process analyst as part of the Service Transformation Program for other ITIL streams

Scope/Supervision and Interaction

Works collaboratively with Vendor Partners, Development/Product Managers, Production Support/Application Support Teams, and Infrastructure Engineering teams, and users to ensure the execution of effective incident management activities.

Works collaboratively with other stream leads and service transformation program manager to deliver process analysis and changes to other ITIL disciplines in review within the program.

Qualifications and Experience:

• Bachelors Degree or equivalent in IT or Engineering
• Previous financial services experience in a support related field is desired
• Strong infrastructure related knowledge a must.
• Extensive support experience a must.
• Previous relevant work experience
• Strong customer focus and follow-up skills necessary.
• Must be well-organized, with superior relationship-building and management skills.
• Excellent verbal and written communication skills.
• Candidate must be able to stay focused under pressure.
• Technical Aptitude a must.