Principal Incident Manager

Job Description:

Principal Incident Manager

Fidelity Investments are currently looking for Major Incident Manager for a position to join their team in in the Galway office.

In this role you will be responsible for the supervision and handling an unplanned interruption or degradation of an IT Service that causes an impact to business operations directly or indirectly affecting a large number of users, depriving the business of one or more crucial services.

The role will operate as part of a rotational shift that will cover 24/7, and may include weekends and bank holidays, you will be responsible for leading major incidents that fall within your shift.

This is a highly transparent position that requires frequent contact with Senior Leadership. Your excellent communications skills and your ability to prioritise numerous tasks simultaneously will serve you well as a focal point of a dynamic, fast-paced business environment.

Please note.

This in a 410-hour weekly shift.

The shift pattern is Wednesday to Saturday inclusive or Sunday to Wednesday.

The Purpose of Your Role

As a Major Incident Management, you will be responsible for working on the restoration of our Technology services. The role is high energy, high engagement with high awareness of global teams, technologies, and leadership. It provides an exceptional opportunity to obtain a full appreciation, insight and understanding of global systems, operations and processes across a global enterprise.

The Value You Deliver

• Ensure the incidents are handled within the service level agreement (SLA) timescales.
• Ensure that Major Incidents are resolved and closed without undue delay.
• Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident management tool.
• Help the team to coordinate the resolution of high impact Major Incidents to minimise business disruption.
• Collaborate with the Change Management and Problem Management teams.
• Maintain effective communication across the board in terms of technical team members and leadership.
• Collaborate efficiently to ensure that events, alerts and changes are defined and understood to enable faster response to incidents.
• Take advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates sophisticated/technical issues to meet the audience's competency level);
• Perform accurate and precise real-time investigation and triage of Infrastructure alerts.
• Provisioning user's accounts and custom roles on multiple systems.
• Work under specific direction of other Project Managers, IT Managers or Program Managers.
• Interact with internal customers (i.e., Product Managers, Project Managers, and Business Analysts, etc.).
• Work with cross-functional teams, globally, and across cultural boundaries.
• Hold individual and teams of problem solvers to task on simultaneous technical workstreams with strict, very short deadlines.
• Apply business impact analysis techniques to evaluate impact of high severity problems and/or potential impact of proposed changes.
• Assist support teams in translating technical impact to business impact and align on priority based on the realised and potential business impact.
• Constantly seek clarification and current resolution status and actions plan(s) to ensure accurate and concise communications

• Excellent written and verbal communication skills in English, ability to communicate both technical and non-technical information, depending upon the audience.
• Experience of data analysis and trending with ability to identify improvements and actions.
• Demonstrated ability to quickly understand sophisticated systems.
• Diligent with the ability to follow processes and procedures.
• Ability to adapt to changes in processes and services.
• Ability to rapidly absorb and understand complex technical situations.
• Ability to facilitate conversations with large groups of remote people.
• Ability to maintain calm during stressful situations.
• Ability to handle and prioritise and tasks and time efficiently.
• Find opportunities for improvement within the business processes.
• Excellent team contributor with excellent people leadership skills.
• Diplomatic, and able to act in an often-complex business environment.
• Handle less complex single project, or module of larger project, typically in single functional area.