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Global Incident Management Analyst

Addison, Texas;

Job Description:

The Global Incident Management Coordinator is an individual contributor role responsible for coordinating the restoration of a technology incident as quickly as possible following the enterprise policy and procedures for Incident Management.

-Lead efforts associated with technology incident escalations, communication thru service restoration

-Partnering with relevant subject matter experts in order to ensure timely recovery

-Assess incident situations quickly and involve appropriate support personnel

-Respond in a timely and focused manner

-Clear and concise communication to all levels

-Facilitate appropriate communication platform in order to coordinate recovery (audio bridge, Mattermost, Skype, etc)

-Facilitate problem review and root cause analysis thru problem management process

-Ownership of technology incidents from start to close


The candidate must have understanding of the incident and problem management frameworks, knowledge of technology operational tasks and troubleshooting skills along with a breadth of knowledge on common information technology best practices.  Specific expertise should include:

-In-depth knowledge of ITIL Incident Management and Problem Management is a must.  Candidates who are ITIL certified is preferred.

-Has demonstrated the ability to effectively coordinate and work with cross-functional and international work teams.

-Good knowledge in BMC ITSM Remedy (in Incident and Problem Management modules) is a plus.

-Ability to quickly facilitate ad-hoc meetings which involve relevant parties to work on service restoration is a must.

-Excellent communication, negotiation, persuasion and presentation skills

-Strong customer focus

-Ability to make decisions independently

-Excellent reporting and data analysis skills

The candidate should also possess the following skills and experience:

-3 to 5 years breadth of exposure to operations production and technology environment and/or various LOB environments within the financial services

-Strong organizational skills.

-Exceptional ability to remain calm under stress.

-Excellent team player, able to work well in a diverse and geographically dispersed team.

-Excellent communication skills, especially related to facilitation, factual documentation and reporting.

-Highly developed relationship management, influencing and leadership skills.

Enterprise Role Overview - Responsible for completing and tracking compliance deliverables to ensure applications adhere to applicable policies and standards as well as local laws, rules, and regulations (LRR). Completes administrative and non-technical tasks related to compliance deliverables and infrastructure requests for the applications they support. Supports vendors, development teams, and Technology Managers to ensure technical security, risk, and other compliance activities are completed on-time and per requirements. Partners closely with control functions, risk management, and Global Information Security and are familiar with the applicable policies, standards, LRRs, contacts and procedures so that the compliance deliverables are completed effectively and efficiently. Ensures the risk, security, and other compliance deliverables are completed on-time and per requirements for the applications they support. Assists with audit exams and risk assessments for the applications. Tracks and supports the technical security and risk activities performed by the development teams. Maintains data about the application in systems of record. For vendor applications, works closely with the vendor to ensure the application meets bank requirements. Assists with ad hoc inquiries and questions about the application. Interfaces with technology infrastructure teams for infrastructure requirements and/or requests.


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Starting Colorado pay:

$ 102,600 annual salary

Starting pay explanation

This is the starting pay, actual offers to be negotiated based on applicant’s skills, experience and education.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.


This role is currently benefits eligible. We provide industry-leading benefits, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.