Incident Management Lead

1 month ago


Charlotte, North Carolina, United States Truist Inc Full time
Job Title: Incident Management Lead

The Incident Management Lead is responsible for overseeing and managing incidents that affect the operation of services within the technology organization. Their main goal is to restore normal service operation as quickly as possible while minimizing impact on the business.

Key Responsibilities:
  • Lead the incident management process to identify, analyze, and resolve incidents in a timely manner.
  • Coordinate with various teams (IT, Operations, Support) to ensure effective incident response and resolution.
  • Monitor incident trends and provide recommendations for improvement.
  • Develop and maintain incident management policies, procedures, and documentation.
  • Collaborate with different teams to implement corrective actions and improvements.
  • Develop and track key performance indicators (KPIs) to measure the success of transformation initiatives.
  • Ensure all reporting complies with relevant regulations and standards.
Requirements:
  • Bachelor's degree and 15 to 20 years related experience or equivalent combination.
  • Excellent knowledge of technical management and data governance.
  • Knowledge of current trends in IT hardware and systems software field.
  • Database management skills with the ability to produce reports.
  • Familiarity with the support and troubleshooting of personal computers and tablet devices.
  • Strong problem-solving and analytical skills with the ability to work independently and exercise sound judgment.
  • Ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines.
  • Exhibit adaptability to accept or bring about change when needed.
  • Strong written and verbal communication skills.
  • Ability to excel in a team environment and advance overall team objectives.
  • Ability to ensure customer satisfaction by delivering excellence in products and service.
  • Ability to work and communicate with peers, vendors, internal staff, including software program leadership and others.
  • Consistently demonstrate professional, positive, and approachable attitude, demeanor, and discretion.
  • Demonstrate sensitivity in handling confidential information.
  • Fluency in English.
Preferred Qualifications:
  • Knowledge on Active Directory, Exchange, O365, Azure, Firewalls, Hyper V, VLANs. Solar Winds, MS Office, Redhat, etc.
  • Training ability and experience is a plus.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law.



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