Major Incident Manager
About The Position
The Major Incident Manager, HSBC Technology & Services (USA) Inc., Buffalo, NY, is responsible for triaging and prioritizing major IT services incidents, facilitating service recovery and business engagement, issuing Incident Reports and Major Incident Notifications, contributing to Incident/Major Incident Reviews, executing incident management practices, and participating in management escalation calls. The role requires on-call availability 24x7 every 3rd week, plus some holidays, with telecommuting permitted up to 60%. This is a full-time employment position, Monday – Friday, 40 hours per week, with a pay range of $120,000.00 to $130,000.00 per year.
Requirements
- Bachelor’s degree or foreign equivalent in Information Technology, Computer Science, Computer Engineering, Electronic Engineering, or a related field.
- 4 years of related work experience.
- 4 years of experience in triaging and managing major IT service incidents.
- 4 years of experience in analyzing IT service incident root causes and solutions.
- 4 years of experience in communicating major IT service incident status to business stakeholders.
- 4 years of experience in creating reports using ServiceNow.
- 4 years of experience in following Information Technology Infrastructure Library (ITIL) practices, framework and standards.
Responsibilities
- Triage and prioritize major IT services incidents.
- Facilitate service recovery and business engagement.
- Issue Incident Reports and Major Incident Notifications.
- Contribute to Incident/Major Incident Reviews.
- Execute incident management practice.
- Participate in management escalation calls.
Benefits
- Wellness Hub
- tailored professional development opportunities
- industry-leading volunteerism policy
- generous matching gift program
- comprehensive program of immersive Sustainability and Climate Change Initiatives
- Employee Resource Groups
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
