Incident Manger

Job description

JOB SUMMARY

The Incident Manager drives the restoration and recovery of high priority and severity (P1Sx) incidents as a member of the Outage Management Center which operates under the overall remit of Architecture and Solutions Engineering in EY Technology. The role manages, communicates and documents all restoration activities supporting P1Sx incidents. This includes escalation to other Information Technology (IT) teams, 3 rd party vendors and other external teams for collaboration.

The role is generally an individual contributor but carries high exposure within IT and as such influences management throughout IT Services, to guide and direct collaborative activities necessary to restore all services to Business As Usual (BAU). The role is generally guided by the Major Incident Manager.

 

ESSENTIAL FUNCTIONS OF THE JOB : 

Drives the validation, declaration and remediation of P1Sx incidents assigned to the Outage Management Center:

·  Verifies, clarifies and documents the specific incident impact and, as required, the declaration of P1Sx in accordance with industry standards of Information Technology Infrastructure Library (ITIL) for major incident management within the IT infrastructure

·  Drives the major incident recovery process, identifying and initiating time critical and complex remediation activities to restore impacted infrastructure services to BAU

·  Identifies, documents and reinforces appropriate recovery actions for P1Sx incidents

·  Escalates to other IT teams, Service Owners and external vendors as needed

·  Assembles appropriate parties and chairs the P1Sx chat and/or conference call, maintaining a sense of urgency throughout and acting as an escalation point to expedite service restoration

·  Regularly communicates outage status, from inception to completion, to all key stakeholders 

·  Ensures appropriate updates are made to all knowledge repositories for changes/gaps (identified) during an Outage

·  Supports management through the general oversight and coaching of junior staff, providing guidance for their activities and constructive feedback as needed and required to maintain the highest level of quality standards in the team’s efforts

·  Spots gaps in the drive of incidents and coaches Incident Coordinators to ensure effective resolution of service within SLAs.

ANALYTICAL/DECISION MAKING RESPONSIBILITIES:

The role requires analytical and solution skills. You will be influencing and coordinating efforts for P1Sx incidents within the IT Infrastructure to avoid potential financial and operational risks to IT and EY’s customers. The role requires critical thinking skills to take a systematic approach, consider all relevant data and make informed decisions regarding all aspects of the Outage Management function while driving quality in restorative activities. You will act independently, guided by the Priority and Severity criteria, and make timely and informed decisions aligned to your remit or escalate as appropriate to management or others in IT as needed. The role’s insight and proposed actions should strive to be strategic, look beyond ‘stop gap’ measures and seek opportunities to drive improvements in the Outage Management model.

KNOWLEDGE AND SKILLS REQUIREMENTS:

·  Coordinates resolver teams – has strong interpersonal skills and collaborative skills to engage strategically with peers and other senior executives of the firm
·  Builds and maintains a solid network for effective teamwork and knowledge sharing. Uses these skills to challenge insightfully, direct Major Incident Management and remediation to outages, and proposes credible options as solutions.
·  Conducts effective questioning to break down complex issues into core elements, formulate appropriate ideas and negotiate those ideas clearly and concisely to advance a cooperative engagement by all levels of the organization including senior and/or leadership.
·  Manifests a strong analytical and problem-solving ability to negotiate complex and conflicting issues in a timely manner, handle ambiguity as well as multiple and shifting priorities and to drive decisions that are both financially sound and operationally feasible.
·  Adapts communication style to the style of others. Develops rapport and remains calm under pressure. Builds strong relationships across all levels of a matrixed, geographically and culturally dispersed organization utilizing advanced oral and written English communication skills.
·  Leads the team by example – provides mentoring and guidance during outages to Incident Coordinators.
·  Maintains a broad knowledge of the regional and global infrastructures, application technology and IT’s overall technical operating environment to support proper recognition and impact of major service issues.
·  Possesses the proper time and incident management disciplines to direct and influence improvement initiatives and drive aligned activities throughout the incident life cycle for major incidents within the IT infrastructure. 
·  Possesses an advanced knowledge in Major Incident Management and specifically the Priority and Severity (PxSX) criteria to recognize the impact and aligned criteria to scale an Incident up to and including P1S1’s (Major Incidents).
·  Recognizes where criteria is met and leadership escalation is needed
·  Possesses a solid working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, and Change processes and improvements. Supports the team in ITIL familiarity and/or certification for staff as needed or necessary.
·  Manifests appropriate leadership and influence management skills to guide aligned resources in major incident recovery activities, providing the sound planning and the ability to coach others in technical processes and practices - as part of individual or team mentoring as appropriate SUPERVISION RESPONSIBILITIES:

The role is generally an individual contributor but may be asked to manage staff temporarily or as part of the actual remit for a specific location or region. The role is generally expected to influence teams which are comprised of cross IT technical staff aligned to the Incident recovery on a high visibility incident. All aligned staff can be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones.

 

OTHER REQUIREMENTS:

·  The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to accommodate teams or staff in other time zones.  JOB REQUIREMENTS:

EDUCATION:

·  Degree in Computer Science or a related discipline

EXPERIENCE:

·  Over 5 years’ experience of ITIL Major Incident Management and co-ordination in a large organization

CERTIFICATION REQUIREMENTS:

·  ITIL Foundational level
·  ITIL intermediate level, preferably in Service Operation
·  Suggested Additional Certification:
·  Kepner Tragoe High Severity Incident Management