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 partnering with a prominent banking association and payments organization to find an Incident Management Specialist.

This position is crucial in enhancing the problem management framework, implementing analytical metrics, identifying improvement opportunities, and fostering a culture of ongoing learning and process enhancement.

Employment Type: Contract/Hybrid

Location: Remote

Annual Salary: $160,000 - $170,000 (based on experience)

Key Responsibilities:

  • Oversee and coordinate support for incident management tools and methodologies.
  • Facilitate connections between incident management and other service management functions.
  • Evaluate the efficiency of incident and problem management processes and propose enhancements.
  • Manage incidents effectively.
  • Develop and uphold incident and problem management protocols and procedures.
  • Analyze incident data to identify and address assigned issues.
  • Assess incident and problem tickets for appropriate prioritization and categorization.
  • Investigate issues until resolution or root cause is determined.
  • Coordinate efforts of others as needed to support analysis and resolution of problems and known errors.
  • Prepare comprehensive reports and metrics related to incident and problem management.
  • Oversee internal or external audit processes.
  • Conduct tabletop exercises.
  • Collaborate closely with all support teams to prevent recurring issues.

Qualifications:

  • Minimum of 5 years' experience in designing and implementing incident and problem management processes.
  • At least 5 years' experience in IT Service Management or senior operational roles within financial services.
  • 5+ years' experience in the payments sector.
  • 3+ years' experience with ServiceNow.
  • Detail-oriented, organized, and process-driven mindset.
  • Exceptional verbal and active listening abilities.
  • Outstanding written communication skills.
  • Strong analytical and problem-solving capabilities.
  • Ability to simplify complex processes or issues into clear root cause information.

Preferred Qualifications:

  • Professional demeanor with the ability to effectively engage with internal and external stakeholders, vendors, and team members.
  • Experience managing teams of 3-6 individuals.
  • Capability to influence without direct authority.
  • Ability to perform under pressure and manage competing priorities.
  • Excellent time management skills.
  • Proven documentation skills.
  • Knowledge of ServiceNow.
  • Strong analytical skills with a focus on data-driven improvements.

Benefits Offered by Russell Tobin:

Russell Tobin provides eligible employees with comprehensive healthcare coverage (including medical, dental, and vision plans), supplemental insurance options (such as accident and critical illness insurance), a 401(k) retirement savings 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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