Vice President of Incident Management

1 month ago

ValdeReuil, Normandie, United States Russell Tobin & Associates Full time




What are we seeking in our Vice President of Incident Management?

Russell Tobin & Associates is collaborating with a prominent banking association and payments organization to find an Incident Management Specialist.

This position will play a crucial role in enhancing the problem management framework, implementing trending metrics, identifying areas for enhancement, and fostering a culture of continuous improvement and learning.

Employment Type: Contract/Hybrid

Location: Remote

Annual Salary: $160,000-$170,000 (commensurate with experience)

Key Responsibilities:

  • Overseeing and managing support for incident management tools and methodologies
  • Facilitating connections between incident management and other service management functions
  • Evaluating the efficiency of incident and problem management and providing suggestions for enhancements
  • Handling incidents effectively
  • Establishing and upholding incident and problem management protocols and guidelines
  • Analyzing incident data to assess assigned issues
  • Reviewing incident and problem tickets for accurate prioritization and categorization
  • Investigating issues until resolution or root cause is identified
  • Coordinating the efforts of others as needed to support the analysis and resolution of problems and known errors
  • Preparing reports and metrics related to incident and problem management
  • Managing internal or external audit processes
  • Conducting tabletop exercises
  • Collaborating closely with all Support Groups to prevent recurring issues

Qualifications:

  • 5+ years of experience in designing and implementing incident and problem management processes
  • 5+ years of experience in IT Service Management or senior operational roles within financial services
  • 5+ years of experience in the payments sector
  • 3+ years of experience with ServiceNow
  • Must be process-oriented, detail-focused, and organized in both thought and execution
  • Exceptional verbal and active listening abilities
  • Outstanding written communication skills
  • Strong analytical and problem-solving capabilities
  • Ability to distill complex processes or disruptions into easily comprehensible root cause information

Preferred Qualifications:

  • Professional demeanor with the ability to effectively engage with internal and external clients, vendors, and team members
  • Experience managing teams (3-6 personnel)
  • Capability to influence without direct authority
  • Aptitude for working under pressure and managing conflicting priorities
  • Excellent time management skills
  • Demonstrated strong documentation abilities
  • Knowledge of ServiceNow
  • Robust analytical skills and the ability to leverage data for improvement initiatives

Benefits Offered by Russell Tobin:

Russell Tobin provides eligible employees with comprehensive healthcare options (medical, dental, and vision plans), supplemental insurance (accident, critical illness, and hospital indemnity), a 401(k) retirement plan, life and disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and discounts with select vendors.

#CB

#LI-AK5

Rate/Salary: $160,000-$170,000/Annual, DOE

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