Incident Manager- Infrastructure Technology (Hybrid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

Join our dynamic team as an Incident Manager within our IT Infrastructure division! As Incident Manager, you'll spearhead global cross-functional teams to drive Root Cause Analysis and implement effective solutions for major technology incidents. You'll play a pivotal role in enhancing our operational resilience by ensuring ITIL-aligned Problem Management processes are meticulously followed, recovery playbooks are current, and executive communications are clear. If you're ready to make a measurable impact by preventing recurring issues and elevating incident management standards across the organization, this is the opportunity for you!

• Assemble cross organizational teams to investigate any major technology incident with the goal of performing Root Cause Analysis (RCA) to resolution.
• Ensure Problem Management processes are followed, and incident postmortems are completed in a timely manner to identify areas of improvement and correct process deviations
• Coordinate globally with peer managers regarding resources, issues, and schedules
• Ensure accurate RCA information and outcomes are captured and documented
• Create and maintain recovery playbooks for commonly occurring issues
• Conduct post-event analysis, using the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences
• Develop internal communications at an executive level
• Post event program management
• Identify reoccurring issues and follow up with responsible teams
• Perform other duties and projects as assigned

• 5+ years of experience in Problem management field
• Strong understanding of workflow of Incident management to Problem management
• Understanding of ITIL framework for problem management
• Knowledge of ITSM is a plus
• Familiarity with IT Infrastructure and problem-solving techniques
• Bachelor's degree in business, computer science, engineering or related field or equivalent experience
• Superb communication skills (both verbal and written)
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is critical
• Strong organizational skills with the ability to handle multiple tasks simultaneously
• Customer focus and ownership, use of own initiative and a proactive approach to work
• Extensive experience supporting and leading technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Ability to maintain calm during stressful situations
• A great teammate who is influential and builds good working relationships across all functions.
• Excellent project management skills, including demonstrated ability to lead projects across teams where influencing skills are required
• Basic Knowledge of all financial industries preferred