Incident Manager

Our client is one of leading financial service companies. They are looking for Incident & Problem Manager to join the teams in London. Permanent, 3 days in office. Salary is up to £100k+ bonus + benefits.

Functions:

• Ensures Incident/Problem Management Processes are followed.
• Works independently on a range of complex tasks, which may include unique situations.
• Conducts independent analysis and assessment to resolve strategic issues.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Breaks down strategic problems and analyzes data and information to provide insights and recommendations.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Executes work to deliver timely, accurate, and efficient service.
• Executes routine tasks (eg service requests, transactions, queries, etc.) within relevant service level agreements.
• Executes work to deliver timely, accurate, and efficient service.
• Organizes work information to ensure accuracy and completeness.
• Answers inquiries and resolves routine issues or escalates to more senior team members.
• Collaborates with internal and external stakeholders to deliver on business objectives.
• Maintains current knowledge of CM, Best practices, and trends.
• Provides advice to internal business partners and peers to support the completion of processes or activities within established procedures.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Gathers and formats data into regular and ad-hoc reports and dashboards.

Qualifications:

• Typically, between 5-10 years of relevant experience in the related field of study or an equivalent combination of education and experience.
• Graduate degree in Computer Science or a related technical field, or equivalent practical experience.
• Expert knowledge of ITIL (v3 or V4) and processes.
• Capital Market experience will be an asset.
• ITIL Certification required.
• Experience with Applications, operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc).

Skills:

• Experience analysing and troubleshooting large-scale distributed systems.
• ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.
  • Knowledge and in-depth experience with CM Trading applications and related systems.
  • Possesses analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Windows/Linux/Cloud
  • Strong Jira
  • Strong knowledge of all operating processes and supporting applications and policies.
  • Strong knowledge of Capital Markets applications and Trading technologies.
  • Occasional Oncall requirement.