Job
Description
Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking). Experience in managing and supporting incidents with multiple support staff engaged. Excellent verbal and written communication skills in English with the ability to communicate with associates within all levels of the organization. Ability to remain calm and confident in a rapidly changing environment and set priorities accordingly. Handle conflict situations and make quick decisions while driving incidents. Confident in dealing with staff at all levels and providing direction and instruction. Negotiation skills for de-conflicting issues, priorities with different support groups, and overcoming obstacles. Proactive self-starter who can use and work on initiative and good time management skills. Ability to multitask effectively under pressure. Self-driven and capable to operate in a fast-paced environment. Familiar with ITIL Service Management Methodology, Problem Management techniques such as cause-and-effect relationships, Kepner Tregoe method, etc. SIAM or ITIL V3/V4 Foundation certification is desired. Education Bachelors degree in computer science or a related discipline, or equivalent work experience required; advanced degree is beneficial, 3-7 years of diverse experience in multiple areas of information technology required; experience in the securities or financial services industry is a plus. Responsibilities Lead root cause analysis review meetings to aid in the identification of complex problems to address underlying technical issues. Ability to support multiple lines of businesses or applications of medium to highly complex (complexity defined by size, the technology used, and system feeds and interfaces) technologies at a global level with multiple concurrent users, ensuring control, integrity, and accessibility. Broker conversations and decisions between the functional SME and technical operations teams, software engineers, and consumers of technology, providing critical operational insight to upcoming implementations and strategies, including validation of ongoing or upcoming solutions and their supportability. Documents meetings and ensures Service Now Problem tickets are updated with RCA findings from the review process. Ensures action items are assigned to address root causes and contributing factors-- and that action items are tracked to closure. Conduct governance reviews with the business sponsors and other stakeholders to develop, enhance, and enforce a plan for continuous service improvement. Maintains policy and procedure documentation. Provides requested information to auditors related to the Problem Management process. Participate in weekly Problem review meetings, Monthly Executive Problem Review board meetings, and report trends; KPI; and problem and task status to management. The role requires some off-hour support but provides a flexible working schedule
