Incident Manager; Global Incident Management; Jacksonville, FL

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. All positions are onsite, unless otherwise stated.

Job Title:

Incident Manager (Global Incident Management)

Corporate

Title:

Assistant Vice President

Location:

Jacksonville, FL

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures, operating a "follow the sun" service model across three regions to provide 24/7 and 365-days support.

The US Regional Lead is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI). The US Incident manager role is the point of escalation, overseeing, coordination and resolution of Information Technology (IT) Major Incidents during the US time zone, ensuring operational stability and minimizing service disruption.

As the US Incident Manager, you will participate in the weekend management on call escalation Rota and form an integral part of the management team.

• A diverse and inclusive environment that embraces change, innovation, and collaboration
• A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
• Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
• Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
• Educational resources, matching gift and volunteer programs

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls
• Acting as the central point of senior escalation for the region
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team

479365

High School/GED

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement

• Excellent Stakeholder engagement skills
• Excellent communication with both written and verbal skills
• Ability to articulate technical communications into business language
• Excellent leadership skills
• Self-motivated and ability to operate in a critical fast-paced environment

It is the Bank’s expectation that employees hired into this role will work in the Jacksonville, FL office in accordance with…