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Incident Management Lead

2 weeks ago

Manila, National Capital Region, Philippines FIS. Empowering the Financial World Full time

The Financial Services Crisis Manager is responsible for managing global incidents across multiple data center environments to protect production systems critical to business success. This role requires strong analytical and problem-solving skills, as well as excellent communication and collaboration skills.

Key Responsibilities:
  • Ensures contractual service level agreements are met in support of client and company mission-critical business requirements.
  • Works across a wide array of product lines and engages various levels of management on a day-to-day basis.
  • Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.
  • Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.

As a member of our team, you will have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Requirements:
  • More than 5 years of relevant work experience in technical and business writing. Able to understand and capture significant details/timeline in major incident calls. Relevant experience in the financial industry and incident management process. Knowledgeable in different financial and digital applications and terms.
  • Considerable knowledge of incident and problem management principles, procedures and techniques. Knowledgeable in ITIL V3/V4 Foundation, other IT Service Management processes (Change/Problem), and ServiceNow tool.
  • Nice to have - ITIL V3/V4 Foundation certification, Skills and experience on Incident Management call leadership and Problem Management's Root Cause Analysis.
  • Must be amenable to work on shifting schedules (Based on the business needs. Possible to have 9x5 or 4x11. Possible to work on weekends also)
  • Must be amenable to work onsite (currently 2-3 times a week onsite)