Senior Incident Manager, Infrastructure Contract

VTRAC Consulting Corporation
Intelligent Solutions

Thank you for applying to VTRAC opportunities. Please e-mail your resume as a MS-WORD document in confidence Subject: Senior Incident Manager, Infrastructure Attention: [email protected] or call: (416)-500-0548

Position# :22123
Position : Senior Incident Manager, Infrastructure
Position Type: Contract
No. of Positions: 1
Location: Toronto, ON or Houston, TX

Description:
The Major Incident process is a key component of the organization’s availability management, and the Major Incident Manager will own the process, refine it according to best practices, and proactively seek input from our stakeholders on ways we can improve the service. To be successful in this role you must have an aptitude for new technologies and procedures as well as excelling in multitasking in a fast paced environment.

Responsibilities:

• Taking ownership of critical Major Incidents within the Invesco environment, coordinating with resolution technology parties and establishing effective communication.
• Ensure all Technology services are available as per agreed Service Levels (Availability Management)
• Leading, driving, facilitating & chairing all investigation activities, meetings, and conference calls.
• Issue executive or business communications as required and perform key stakeholder management
• Ensure all reports, OKR’s and Key documentation is kept up to date. Maintaining high performance service levels for the core service management processes and implementing improvements where ever necessary
• Partner with peers globally to achieve the goals of the stability organization. Including but not limited to:
  • Liaison with Problem Management team to ensure appropriate actions are followed by respective teams to ensure life cycle progression is maintained.
  • o Liaison with Change Management team to ensure appropriate scrutiny is brought to bear on all infra related changes that may affect the stability of the environment as a whole.
• Participate in leading and helping drive strategic initiatives across the whole of technology organization.
• Enable and champion an IT service-oriented culture.
• Work with Infrastructure and Applications groups to optimize the availability of the IT Infrastructure services to deliver stable, high-performing services that deliver tangible benefits to business units.
• Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.
• Provide holistic management of availability that includes people, process, and technology.
• Take actions to achieve reductions in frequency and duration of incidents that impact IT availability. Taking accountability of the service delivery performance, meeting the company expectations and driving the demand
• Management of escalated complaints and feedback ensuring all are responded to in a professional manner to the satisfaction of IT / business stakeholders.
• Leading personnel management, including performance assessment, training and mentoring
• Ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service continuity.
• Responsibility for the overall developing, continual improvement and operational delivery of IT services
• Recommending methods of improvement and seeing that actions are implemented on time for service upgrades
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring

Must Have:
• Minimum 8+ years of experience of IT Service Delivery

• Experience working in a Global IT Service Delivery environment essential.
• Minmum 2+ years of Leadership Experience.
• Proficiency of IT service management software including ITIL principles and COBIT.
• Financial Services Experience a key advantage, highly pressurized environment an essential.
• Infectious enthusiasm for Service Delivery, Major Incident management, Availability Management
• Excellent People skills with the ability to act with influence.
• Outstanding communication skills; able to converse at senior management and engineer level.
• High-energy, confident professional with an ability to remain calm and take control in a crisis.
• Open minded, flexible, and willing to listen for other people’s opinions.
• Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.

We thank all candidates in advance. Only selected candidates for interviews will be contacted. For other exciting opportunities, please visit us at www.vtrac.com . VTRAC is an equal opportunity employer.

Toronto. Houston. New York. Miami. Palo Alto.

Tagged as: COBIT, ITIL