Operations Lead-Application, Infrastructure & Service Management

State Street • Boston, MA

6d • Remote

About The Position

Specific duties of the Operations Lead position include: govern the Incident Management Process; govern Continuous Service Improvement for Incident Management; define and Maintain Corporate Policy for Incident Management; maintain a Priority and Impact Determination Matrix for Incident Management; define, measure and control SLAs and KPIs for Incident Management; build and govern an Incident Management Controls deck; work with Risk Management and Audit bodies for Incident Management; remediate Risk and Audit findings for Incident Management; govern ITIL Maturity for Incident Management; govern an Incident Aging Ticket Management process; act as an Elevated Communication Manager for critical Major Incidents; act as a Major Incident Manager; manage a Major Incident Management team; manage and configure xMatters for Major Incident escalations; define requirements for and oversee Service Now development for Incident Management; manage vendor contracts, transitions and commercials for Incident Management; manage a Mission Control team; govern a Major Event Management process; govern a Critical Care process; govern a Hypercare process; govern a Year End Stability process; run a Service Desk focused on Priority 1 and 2 Incident restoration; and interact with Technology Modernization and Cloud transformation project deployments. Telecommuting from within the United States permitted pursuant to Company policy.

Requirements

• Master's degree, or its equivalent, in Information Technology or a related technical field; plus 7 years of experience in an Information Technology and Support role.
• Alternatively, a Bachelor's degree, or its equivalent, in Information Technology or a related technical field; plus 10 years of experience in an Information Technology and Support role.
• 5 years of experience working for or providing services to a Financial Institution
• 5 years of experience running a global Operations team
• 7 years of experience working in Incident Management
• 7 years of experience with Service Now
• ITIL V3 certification
• Certification in a specialized technology such as Windows, Linux, or Networking
• Proven experience defining requirements for and overseeing Service Now development for Incident Management
• Proven experience governing Continuous Service Improvement for Incident Management
• Proven experience defining a Priority and Impact Determination Matrix for Incident Management
• Proven experience working with Risk Management and Audit bodies for Incident Management
• Proven experience as an Elevated Communication Manager for Major Incident
• Proven experience as a Major Incident Manager
• Demonstrated knowledge of multiple IT disciplines across Application and Infrastructure Development and Operations

Responsibilities

• Govern the Incident Management Process
• Govern Continuous Service Improvement for Incident Management
• Define and Maintain Corporate Policy for Incident Management
• Maintain a Priority and Impact Determination Matrix for Incident Management
• Define, measure and control SLAs and KPIs for Incident Management
• Build and govern an Incident Management Controls deck
• Work with Risk Management and Audit bodies for Incident Management
• Remediate Risk and Audit findings for Incident Management
• Govern ITIL Maturity for Incident Management
• Govern an Incident Aging Ticket Management process
• Act as an Elevated Communication Manager for critical Major Incidents
• Act as a Major Incident Manager
• Manage a Major Incident Management team
• Manage and configure xMatters for Major Incident escalations
• Define requirements for and oversee Service Now development for Incident Management
• Manage vendor contracts, transitions and commercials for Incident Management
• Manage a Mission Control team
• Govern a Major Event Management process
• Govern a Critical Care process
• Govern a Hypercare process
• Govern a Year End Stability process
• Run a Service Desk focused on Priority 1 and 2 Incident restoration
• Interact with Technology Modernization and Cloud transformation project deployments

Benefits

• Our retirement savings plan (401K) with company match
• Insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
• Paid-time off including vacation, sick leave, short term disability, and family care responsibilities
• Access to our Employee Assistance Program
• Incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
• Eligibility for certain tax advantaged savings plans

What This Job Offers

• Job Type: Full-time
• Career Level: Senior