Incident Manager

Position Summary

We are looking for a dynamic incident manager to join our Major Incident Management team. In this role, you'll oversee the incident management process to resolution and restore our company's IT operations and services swiftly. You will also log and categorize recurring incidents to improve incident management protocols.

To be a successful incident manager, you should have excellent communication skills with an aptitude for technologies and procedures. An outstanding incident manager should excel at multitasking and remain judicious during major incidents.

• Oversee the incident management process and team members involved in resolving the incident.

• Prioritize incidents according to urgency and business impact.

• Respond to a reported application/service incident and initiate the incident management process.

• Ensure the closure of all resolved and end‑user‑confirmed incident records.

• Track and report daily on the progress of problem reports.

• Guide the various support teams about the incident process.

• Feed into the monthly service reviews, including full summaries of all major incidents for the respective months.

• Communicate with upper management if major incidents are found in the IT systems.

• Plan and coordinate all activities required to perform, monitor, and report on incident remediation efforts within agreed timescales.

• Provide operational metrics for all incidents and problems (MTTR, MTTR, aging, status, root cause analysis).

• Demonstrate flexibility in working hours as required by the business, with future-state 24/7 support.

• Bachelor's degree in information technology, engineering, or a related field.

• At least three years of experience working in IT service management, or a similar role.

• Strong knowledge of ITIL and IT service management platforms.

• Experience working with IT systems and applications.

• Excellent communication, negotiation, and stakeholder management skills.

• Ability to analyze a high volume of technical data and work in a fast‑paced environment.

• Strong problem solving, analytical, and time management skills.

• Moderate noise (business office with computers, phone, printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time; occasional stooping or kneeling may be necessary.

• Regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required for computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

Triumph Financial, Inc. and its subsidiaries (hereafter the “Company”) is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment against all employees and applicants for employment based on race, color, sex, gender, age, religion, creed, covered veteran status, military service, national origin or ancestry, ethnicity, sexual orientation, gender identity, gender expression, transgender status, actual or perceived physical or mental disability, genetic information, citizenship or immigration status, marital status, pregnancy, childbirth, or related medical conditions, reproductive health decision making, or any other characteristic protected by law.

Equal employment opportunity applies to all terms and conditions of employment, including, without limitation, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.