IT: Infrastructure
IT Infrastructure Incident Manager
Vice President
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職務内容
Job Description
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1) Job/Group Overview:
The Incident Management role is three-fold, firstly it is to manage major Infrastructure related Incidents to minimize business impact, secondly to manage Post Mortem process with the Infrastructure Product Owners to ensure we not only mitigate the risk of re-occurrence but deal with underlying risks and thematic issues, and lastly conduct internal Service Review to constantly measure the quality of services and identify areas for improvement.
The successful candidate will work with colleagues in London and New York, reporting to the Global Head of Incident Management based in London. They will work in a follow-the-sun model to manage both regional and global incidents.
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2) Responsibilities:
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| Major Incident Management |
- Managing major infrastructure incidents as the focal point, such as issues involving Network, Storage, Private/Public Cloud Platform impacting multiple applications and business users, or Day Zero vulnerability patching in response to Cyber threats, partnering with IT Security.
- Working collaboratively with Production Services organisation, who support the business applications interfaces with business users, to prioritise resolution and remediate the issue.
- Managing Senior IT management communications and expectations, both written and verbal throughout the lifecycle of an incident.
- Assisting Production Services, Senior IT management and other control functions such as Business Continuity Management with communications to internal stakeholders and external regulators.
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| Post Mortem |
- Work collaboratively with the Infrastructure Product Owners to mitigate the risk of re-occurrence and ensure post mortem actions are addressed.
- Review Incidents to ensure risks and thematic do not exist across the broader platform. If issues identified, then ensure the risk is understood and accepted.
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| Service Reviews |
- Conduct internal services reviews with Infrastructure to improve service levels and assist Product Owners with stakeholder service reviews.
- Conduct deeper analysis of our Incident data and other sources e.g. Change, Access to Production, Helpdesk tickets to identify areas to improve stability, improve services levels, reduce costs and/or streamline processes.
- Ensure Product owners adhere to the incident management standard and maintain the hygiene.
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登録資格
Requirements
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<必須要件>
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| Required: |
- 5 years of experience of working in IT Service Management or similar role.
- Strong knowledge of ITIL frameworks
- Solid problem-solving skills and a good understanding of any Infrastructure services or applications, with hands-on experience in managing major incident communication and service restoration.
- Ability to collaborate and influence across the technology organisation at all levels.
- Strong written and verbal communication in English.
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| Preferred: |
- Some operational experience managing Infrastructure, or a front / back office function
- Strong Infrastructure knowledge and/or strong collaboration experience.
- 5 to 10 years Financial Services experience and/or client / commercially focused environment.
- Ability to read and write in Japanese will be a big plus.
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勤務地
Location
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豊洲
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