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Incident Manager (Global Operations) - Charlotte, NC

Charlotte, North Carolina

Job Description:

Incident Management

Primary responsibility is to lead business triage for technology and operational incidents. Responsibilities include but not limited to:

  • Drive effective triage during incidents utilizing key support tools and references to ensure understanding and associated impacts and risk.

  • Hold business partners, subject matter experts and technical partners accountable during restoral activities, ensure proper escalation occurs.

  • Create timely and accurate business communications, ensuring documentation of the incident is accurate. 

  • Using sound judgment, escalate incidents to GBAM Ops Event Management senior leadership when required.

  • Understand global incident management regulatory requirements.

  • Represent incidents in operational status and incident review meetings as well as post problem review and incident follow up.

  • Interact effectively with teammates, management and partners and work with a sense of urgency as well as have the ability to multi-task. 

Lead and Execute Event Management-related Projects and Initiatives

Additional responsibilities include, but not limited to; building and maintenance of response playbooks, reviews and maintenance of process and procedures, internal team training of procedures and incident process training for business stakeholders. 

  • Initiate – Lead projects and initiatives, and work with senior manager to initiate the project by clearly defining scope, objectives, due dates, and stakeholders.   

  • Plan - Detail specific tasks to be completed to achieve defined goals and objectives.  Create a detailed timeline for project completion. Employee is expected to adhere to established timelines, with sharp attention to details, and promptly raise concerns that may affect scope or completion timelines.

  • Execute - Employee is expected to present status of project tasks to project lead or leadership team on a regular basis, clearly articulating status, risks and concerns related to the project.

  • Control – If project is deviating from plan, employee must report progress to team members and stakeholders.  Employee should watch for scope creep and report to senior manager.

  • Close – When project is complete, employee should provide reports and documentation for use in the production environment.

Required Skills:

Critical (minimum)

  • Proven ability to quickly gain understanding of operational or business processes, including key stakeholders, risks, and existing control mechanisms.

  • Working knowledge of technology terms and concepts used in a global corporate environment, how they are implemented and how they interoperate.  Explain to stakeholders in clear business terms.  [Note: We are not looking for a technology expert]

  • Ability to work effectively in high pressure situations, on an ongoing basis, maintaining attention to detail

  • Proven ability to learn fast and share knowledge with others

  • Assertive and decisive character with excellent leadership and discussion facilitation skills

  • Ability to proactively identifying process gaps or improvement opportunities, and proposing / driving solutions.

  • Outstanding communication skills, both verbal and written.

    •  Ideal candidate should be able to direct and clearly carry out a conversation  over the phone, with a global set of participants

    •  Ideal candidate is expected to clearly and concisely write and edit incident communications for audiences varying in seniority and role (e.g. technical and business).

  • Excellent client service and interpersonal skills with proven ability to build partnerships across organizational and geographical boundaries

  • Ability to work independently and proactively with little direct supervision.

  • Ability to effectively manage multiple and competing priorities.  Must be able to resume work and reset expectations as needed when interruptions occur due to incidents.

Highly Desirable

  • Experience or familiarity with Banking and Market Operations environment and processes

  • Process engineering/design/ improvement skills. 

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Incident Management

Primary responsibility is to lead business triage for technology and operational incidents. Responsibilities include but not limited to:

  • Drive effective triage during incidents utilizing key support tools and references to ensure understanding and associated impacts and risk.

  • Hold business partners, subject matter experts and technical partners accountable during restoral activities, ensure proper escalation occurs.

  • Create timely and accurate business communications, ensuring documentation of the incident is accurate. 

  • Using sound judgment, escalate incidents to GBAM Ops Event Management senior leadership when required.

  • Understand global incident management regulatory requirements.

  • Represent incidents in operational status and incident review meetings as well as post problem review and incident follow up.

  • Interact effectively with teammates, management and partners and work with a sense of urgency as well as have the ability to multi-task. 

Lead and Execute Event Management-related Projects and Initiatives

Additional responsibilities include, but not limited to; building and maintenance of response playbooks, reviews and maintenance of process and procedures, internal team training of procedures and incident process training for business stakeholders. 

  • Initiate – Lead projects and initiatives, and work with senior manager to initiate the project by clearly defining scope, objectives, due dates, and stakeholders.   

  • Plan - Detail specific tasks to be completed to achieve defined goals and objectives.  Create a detailed timeline for project completion. Employee is expected to adhere to established timelines, with sharp attention to details, and promptly raise concerns that may affect scope or completion timelines.

  • Execute - Employee is expected to present status of project tasks to project lead or leadership team on a regular basis, clearly articulating status, risks and concerns related to the project.

  • Control – If project is deviating from plan, employee must report progress to team members and stakeholders.  Employee should watch for scope creep and report to senior manager.

  • Close – When project is complete, employee should provide reports and documentation for use in the production environment.

Required Skills:

Critical (minimum)

  • Proven ability to quickly gain understanding of operational or business processes, including key stakeholders, risks, and existing control mechanisms.

  • Working knowledge of technology terms and concepts used in a global corporate environment, how they are implemented and how they interoperate.  Explain to stakeholders in clear business terms.  [Note: We are not looking for a technology expert]

  • Ability to work effectively in high pressure situations, on an ongoing basis, maintaining attention to detail

  • Proven ability to learn fast and share knowledge with others

  • Assertive and decisive character with excellent leadership and discussion facilitation skills

  • Ability to proactively identifying process gaps or improvement opportunities, and proposing / driving solutions.

  • Outstanding communication skills, both verbal and written.

    •  Ideal candidate should be able to direct and clearly carry out a conversation  over the phone, with a global set of participants

    •  Ideal candidate is expected to clearly and concisely write and edit incident communications for audiences varying in seniority and role (e.g. technical and business).

  • Excellent client service and interpersonal skills with proven ability to build partnerships across organizational and geographical boundaries

  • Ability to work independently and proactively with little direct supervision.

  • Ability to effectively manage multiple and competing priorities.  Must be able to resume work and reset expectations as needed when interruptions occur due to incidents.

Highly Desirable

  • Experience or familiarity with Banking and Market Operations environment and processes

  • Process engineering/design/ improvement skills. 

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21078014

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Javier Flores

Referral Bonus:

0

Street Address

Primary Location:
150 N COLLEGE ST, NC, Charlotte, 28255