Sr. Incident Manager (Hybrid)

Broadridge•Edgewood, NY

49d•$90,000 - $110,000•Hybrid

About The Position

Join our dynamic team as a Senior incident Manager within our IT Infrastructure division! As a Senior 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!

Requirements

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
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

Nice To Haves

Knowledge of ITSM is a plus
Basic Knowledge of all financial industries preferred

Responsibilities

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

Benefits

Please visit www.broadridgebenefits.com for information on our comprehensive benefit offerings for this role.
All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.

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