Major Incident Manager NA, Assistant Vice President Major Incident Manager NA, Assistant Vice  …

State Street Corporation
in Quincy, MA, United States
Permanent, Full time
Be the first to apply
State Street Corporation
in Quincy, MA, United States
Permanent, Full time
Be the first to apply
State Street Corporation
Major Incident Manager NA, Assistant Vice President
Who we are looking for
The Incident Manager role is part of the Major Incident Management function within Global Production Management. Major Incident Management provides a follow the sun support model to manage, co-ordinate, and communicate major incidents.

What you will be responsible for
As Major Incident Manager, you will:

  • Coordinate the resolution of critical Major Incidents utilizing technical and business resources
  • Execute the Incident Management process tasks in adherence with global standards
  • Act as a direct escalation point for incidents and identifies and document key risks/process issues or concerns observed during the management of the incident for handover to Problem Management
  • Lead conference calls to advise business stakeholders of major incidents occurring in the environment
  • Communicate to a global audience, including executive management, providing details of the incident and impacts to the business, including next steps and root cause analysis
  • Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority
  • Performs impact and risk analysis to ensure the risks/impacts to customer/clients are thoroughly understood
What we value
These skills will help you succeed in this role:

  • Proven analytical and problem-solving skills
  • Exception Resolution Skills; oversee and engage in global Major Incident resolution activities
  • Understand IT roles and responsibilities; quickly construct and manage virtual teams with skill levels needed for fast service restoration
  • Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.
  • Demonstrated ability to think both tactically and strategically.
  • Proven stakeholder management including with senior leadership.
  • Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
  • Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business
  • Ability to work across countries and regions
  • Understanding of how cross platform technologies work
  • Ability and aptitude to pick up new technologies and procedures
Education & Preferred Qualifications

  • Technical Bachelor's degree
  • 8 or more years of experience in incident management

Additional requirements

  • ITIL Certification in Incident Management
Company Overview

From technology and product innovation to corporate responsibility and community development, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people - strengthening markets, building communities and creating opportunities for growth.

We owe that longevity to the commitment, expertise and creativity of our employees. Our continued success depends on our ability to attract and develop the best talent in the industry. That's why we're keenly focused on employee development, corporate citizenship and inclusion.

For us, success comes in the mark we make as an organization - for the industry, our clients, our communities and each other.

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