The ITIL Major Incident Manager is the owner of the ITIL Incident Management process within the Firm. The Major Incident Manager is a leadership role providing oversight while coordinating and driving technical support resources, by leveraging the “Command and Control” methodologies during an event to achieve resolution of the problem or disruption in service as quickly as possible to minimize impact to the business, our clients and the Firm.

As a member of the Business Command Center (BCC) the Major Incident Manager will manage the BCC communication process for major Systems related incidents and work with Senior Business Leaders and technical units to improve transparency, reduce risk, and improve communication to the Business for Service Delivery.  The Major Incident Manager will be the primary escalation point for major incidents both during and after business hours to ensure consistency with all SLA’s.   

To be successful on this role, you will:

• Maintain and improve the Incident Management process by working with senior management across vast communities of our business
• Create and maintain required documentation (policies, standards, baselines, guidelines and procedures).
• Work closely with internal clients to understand and define KPI’s to meet required business defined SLA needs of internal and external clients including client deliverables and meeting expectations.
• Advise the business on ITIL best practices, procedures and other information related to proper incident management.
• Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem process.
• Assist with defining Production Support procedures and processes based on agreed work-around
• Comply with BBH’s Systems Development Life Cycle (SDLC) on gathering requirements, issues, test and implementation plans for project related activities.
• Maintain up-to-date knowledge of ITIL including awareness of new or revised ITIL processes
• Coordinate critical incident communication to all senior IT and business stakeholders while driving all critical incidents to resolution with in a 24x7x365 enterprise organization
• Collaborate with IT and Business Major Incident Managers to share knowledge of people, process, post mortem follow ups, workarounds, and technology.
• Work in union with global counterparts to achieve a higher stander for resolution and recovery of critical and major incidents
• Identify and evaluate for each application potential issues that may need remediation and create a plan of action to work with the business and IT to remediate.
• Maintain business level knowledge of what are the key applications for each business area
• Establish relationships within the firm being able to fully support any critical incident as required during high-profile events within the firm.
• Maintain and Enhance the Incident and Post Mortem process based on feedback and intelligent requirements gathered
• Work with IT and Business Stakeholders to establish SLP’s, SLA’s and supporting KPI’s and metric’s
• Facilitates and enhances established Command Center metric’s and KPI’s used to manage the Incident Management Process and produces reporting on Incident trends and breaching of SLA’s
• Collaborate with business and development teams to ensure the confidentiality, integrity and availability of application are meeting required SLA.
• Create daily/weekly/monthly MI reporting as required to establish that all required SLA’s are being meet for internal and external clients
• Ensure that all processes and procedures are being enforced firm wide to meet required SLA’s
• Review activity of all event related activities and provide on-going communication and feedback to senior management
• Perform regular ITIL event planning awareness training for all employees to ensure consistently high levels of compliance with all approved policies and procedures.
• Engage in ongoing communications with peers in the various business groups to ensure enterprise wide understanding of ITIL and event management goals, to solicit feedback and to foster co-operation
• Oversee and support senior business and IT managers in meeting established SLA’s required to meet regulation standards.
• Communicate key priorities and monitor key indicators associated with the Incident Management process  
• Oversee enhancement recommendations for the Incident Management system working with all likes of our business.
• Responsible for creation and distribution ofMonthly MI Reports to Senior Management
• Responsible for keeping to projects on time and meeting required deliverables for assigned projects.

Qualifications for your role would include:

• College diploma or university degree and/or 5-7 years equivalent work experience
• Minimum 5-7 running incidents, critical events for a large scale financial industry provider
• 5-7 Years technical experience – preferably in a leadership or SME (Subject Matter Expert) role supporting critical applications or within an infrastructure organization
• 5-7 years of experience understanding of financial industry
• Experience with managing IT relationship management with clients creating KPI’s to support defined SLA’s
• Minimum 3-5 years hands on experience with a service management tools such as ServiceNow
• Experience in designing and delivering employee training a plus
• Experience in managing and defining best practices based on the ITIL Incident framework
• Strong written and verbal communication and relationship management skills
• Technically savvy
• Deductive reasoning
• Command and Control presence while managing critical incidents
• Maintains a professional demeanor and attitude while being assertive
• Ability to challenge information if the response does not fit the situation
• Extensive problem solving, organizational and project management skills.
• Extensive experience with standard desktop tools, including Microsoft Office.
• Ability to handle multiple priorities, professionally manages time while meeting deadlines in a fast paced, high volume environment
• Value and be an enthusiastic, confident, committed member of the Business Command Center
• ITIL Certification 3.0 or higher

What We Offer:

• A collaborative environment that enables you to step outside your role to add value wherever you can
• Direct access to clients, information and experts across all business areas around the world
• Opportunities to grow your expertise, take on new challenges, and reinvent yourself — without leaving the firm
• A culture of inclusion that values each employee’s unique perspective
• High-quality benefits program emphasizing good health, financial security, and peace of mind
• Rewarding work with the flexibility to enjoy personal and family experiences at every career stage
• Volunteer opportunities to give back to your community and help transform the lives of other