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Incident Manager

4 months ago

Waltham, United States SS&C Full time

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

Job Overview

Intralinks is seeking a motivated, energetic individual with strong technical knowledge, project management, and communication skills for the position of Incident Manager. This individual will be responsible for driving incident resolution across the Intralinks organization. The Incident Manager will be part of the Service Management organization and reports to the Director of Service Management..

Responsibilities & Duties

  • Incident Coordination - manage priority 1&2 incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group. Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.
  • Coordinate resolution efforts across multiple applications and groups.
  • Conduct Post Event Reviews of each event with associated teams involved in each event with the goal of continuous improvement
  • Provide metrics on Incidents Reported and work with the SRE Management team to identify trends/issues that require inclusion into the Problem Management agenda driven by the Problem Manager
  • Provide input into the Incident Management Process, further defining the process flow, documenting expectations and assist in training and guiding impacted parties to adhere to the process.
  • Provide after hours on call support.
  • Change Enablement Coordination
  • Coordinate & lead Change Advisory Board (CAB) meeting
  • Review and approve change enablement requests
  • Coordinate communications with internal and external stakeholders

Skills & Abilities

  • Strong project management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business' satisfaction.
  • Excellent critical thinking and problem-solving skills in a service environment supporting multiple applications.
  • Excellent oral/written communication skills with the ability to work collaboratively with all levels of the organization.
  • Displays a credible presence and positive image.
  • Develops other people's confidence in self through consistent action, values and communication.
  • Develops a strong network and relationships that benefit the team and the organization.
  • Can maintain a holistic perspective, 'big picture', rather than only positional or functional viewpoints.
  • Experience and knowledge of the incident management principles and methodologies, specializing in medium/large-scale organizational incident processes.
  • Accepts responsibility for own choices, actions, non-actions, successes and failures.
  • Proactively seeks out new and up-to-date information which can be applied to the incident manager role and incident process.
  • Ability to perform on call duties as needed/scheduled.
  • Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
  • Perform KPI reporting and analysis and provide to the appropriate groups.
  • Prioritizing tasks appropriately and meet all defined deadlines.
  • Perform daily duties with minimal direction.
  • Effectively communicates status of major incidents to the appropriate stakeholders.
  • Conflict resolution
  • Adapt quickly to changes of priorities

Education and Experience

  • Bachelor's degree in an IT or Project Management program or equivalent work experience
  • ITIL Foundations certification (preferred)

Required Skills

  • 5 years related experience with a background in IT Operations, including support of working applications and infrastructure services.
  • At least 2+ year of experience as an Incident Manager working in a medium to large environment.
  • Experience with ServiceNow or related Service Management tool.
  • Experience with JIRA and/or another issue/bug tracking and Project Management tool.
  • Understanding of DevOps philosophy.
  • Experience in a Global Operations Center environment

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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