IT Major Incident Management

Sumitomo Mitsui Banking Corporation•Charlotte, NC

1d•Hybrid

About The Position

SMBC Group is a top-tier global financial group with a 400-year history, headquartered in Tokyo. It offers a diverse range of financial services and has over 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company, and its shares trade on the Tokyo, Nagoya, and New York stock exchanges. In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru, offering commercial and investment banking services to corporate, institutional, and municipal clients, connecting them to local markets and its global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd. The Incident Manager is responsible for the end-to-end management of all IT major incidents. This role leverages technology to issue all communications and provide timely updates to key stakeholders and management. The Incident Manager leads, drives, facilitates, and chairs all service restoration activities, meetings, and conference calls. The role also provides support for all Regional/Global incidents when required and demands flexibility to work extended hours, including occasional weekend and late-night support.

Requirements

3-5 Years Experience working in IT Incident / Service Management, or similar role.
BA / BS
Must work flexible working hours as described in the job scope.

Nice To Haves

MA / MS / MBA
ITIL Certification Preferred
Prior experience with ServiceNow preferred

Responsibilities

Contact support groups and coordinate resources during a major incident
Manage major incident from beginning to end, which includes providing intermittent updates until closure.
Work with key stakeholders to publish a Post incident report which includes a chronology of steps taken to research and resolve the incident, business impact, probable root cause, and preventative actions.
Ability to learn / apply / retain a large volume of information
Ability to work under pressure while ensuring a high standard of work (documentation, interaction with many different levels)
Must work flexible working hours as described in the job scope.
Work with Problem Manager to ensure underlying causal factors have been identified and that preventative measures have been documented and are being addressed before updating and closing out major incidents.
Perform trend analysis on recurring incidents and establish an action plan with relevant technical stakeholders to implement permanent resolutions.
Responsible for planning and coordinating all activities required to perform, monitor, escalate, and report on major incidents
Responsible for communicating with the Service Owner and all relevant stakeholders throughout the major incident
Facilitate Incident reviews ensuring a complete incident summary with resolution, business impact, outage times, and root cause.
Ensure the closure of all resolved major incidents
Improve quality of IT service by identifying recurring incidents and work with respective teams to implement preventative measures
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable, and create action plans to implement improvements
Work with Problem Manager to ensure preventative measures are implemented.
Expert ability to interact with users and other technical staff to correct incidents on a timely basis