IT Incident Manager

About The Role

The Role: IT Incident Manager

The Team: ITSM team is a global team that provides co-ordination across the suite of Osttra products for ITSM processes. The team works closely with a highly competent tech and business to ensure incidents, changes and problems are adhered to as per market standards. Our work helps ensure that Osttra are providing a high-quality service and maintaining client satisfaction.

The Impact: Together, we build, support, protect and manage high-performance, resilient platforms that process more than 100 million messages a day. Our services are vital to automated trade processing around the globe, managing peak volumes and working with our customers and regulators to ensure the efficient settlement of trades and effective operation of global capital markets

What’s in it for you: Osttra is seeking an ITSM Manager to join the Osttra IM Team. The role encompasses managing incidents, changes and problems for Osttra products. This person will work with an experienced global team to contribute to the quality of our support.

This role presents an excellent opportunity to be part of an newly built IM team, collaborating with colleagues across multiple regions globally, with a strong focus on delivering value through self-service.

Responsibilities

• Responsible for delivery of Major Incident Management and effective management of all High Severity Incidents.
• Candidate with 10+ years of experience in ITIL Incident, Change and Problem Management processes. This Role requires a combination of Incident, Change and Problem Management expertise.
• Good knowledge of CMDB and Asset Management System.
• Should understand complex business processes and identify opportunities for improvement.
• ITIL / SIAM latest framework versions knowledge and operational experience in Incident Management, Problem Management & Change Management.
• Worked as Major Incident Manager and coordinating tasks during major incident. Work with Problem Manager and review Change Management process to avoid same or major incident from taking place.
• Ensure effective recovery of service from the start of incident to ensure most effective path to recovery, ensure all appropriate teams are continuously marshalled and actions are decisively directed/ coordinated across recovery teams.
• Performs incidents trend analysis, create problem ticket for recurring incidents, work with stakeholders to drive reduction in repeated incidents etc.
• Drive PIR calls, Create and publish PIR report and minimizing the impact of incidents in the future or to prevent it entirely when possible.
• Managed cross tower incidents and complex problems.
• Well versed with various problem-solving techniques like Pareto, 5 Whys, Fish-Bone etc.
• Good understanding of Service Desk Operations, Escalation Management Stakeholder Management experience including different (ServiceNow, JIRA and Salesforce) Ticketing tools knowledge.
• Must have financial industry (Trade Processing,Securities Processing) knowledge.
• Good Communication skills – Verbal and Written along with Excel reporting knowledge
• Good Understanding of Application, infrastructure towers and internal services as well as external service quality