Incident Management
2 weeks ago
Location: Chicago, IL - Hybrid
Duration: 7+ Months
Note: Potential Contract-to-Hire based on need, work performance and budget availability
Project Overview / Contractor's Role:
Principal role is managing incidents as part of the Incident Management team in Wealth Management. Provides guidance to others and where necessary, will consult with Wealth Management and the Incident Management Manager(s) as a liaison with Executives. Solves complex issues and works independently. May lead projects and/or have accountability for on-going activities or objectives.
Skills and Requirements
- Wealth management experience is desirable but not mandatory; however, a strong background in incident management is essential. Candidates should possess either extensive incident management experience or substantial financial services background.
- Familiarity with Waterfall/Agile methodologies is not necessary. The crucial qualifications for a Project Manager (PM) lie in organizational skills, attention to detail, defining roles and responsibilities, and structuring day-to-day operations effectively.
- Proficiency in ServiceNow and other PM tools like Azure DevOps (ADO) is not mandatory. Proficiency in Office 365 applications (Word, Excel, etc.) is expected, as they are utilized daily.
- Key attributes include being detail-oriented, highly organized, agile, adaptable, and quick to learn. Some incidents occur frequently and are routine, while others may be entirely novel, necessitating flexibility and rapid assimilation of new information.
- Responsibilities
- Lead business spot calls and create playbooks for incident management.
- Develop scenario tasks for outages and liaise with business and tech partners to streamline incident management processes.
- Define incident management structure based on previous experience with other companies.
- Conduct initial foundational work for incident management.
- Focus on functional aspects rather than technical aspects of the role.
- Generate monthly reports, analyze trends, identify recurring themes, and present findings to IT teams supporting applications.
- Create and interpret dashboards and reports using data from ITSM ServiceNow application.
- Bridge trends observed in reports and provide recommendations to the business.
- Possess strong communication skills to interact with business partners, technology partners, and clients.
- Provide updates on events to business partners and collaborate with tech partners.
- Manage multiple incidents simultaneously as part of program management responsibilities.
- Develop and test incident response scenarios for tech outages, including playbook creation, partner engagement, SLA adherence, and client communication.
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