Major Incident Manager

ITIL industry-based Incident Management, encompassing formal triage, communications, call leadership and impact assessments of real-time production impacting incidents. The position entails supporting ~2,500 applications that are leveraged by customers and/or associates and agents within the bank’s core line of businesses, including Consumer and Wealth Management.

The APSRE Incident Manager’s primary responsibility is driving effective triage leadership for all CBWT related technology and operations incidents. This position requires holding business partners, subject matter experts and technical partners accountable during restoral activities, ensuring proper escalation occurs, timely and accurate business communications are created and documentation of the incident is accurate The APSRE Incident Management team is responsible for handling real-time technical (application/infrastructure) triage and restoration of issues impacting critical business services to customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period. Candidate will lead triage calls, ask probing questions, have splunk, keep the necessary focus on restoration of services while delivering clear, concise and timely incident communications to our CTO/CIO groups.
• Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms. Flexible enough to work for extended hours and/or weekends as needed to handle high priority issues, production recoveries and provide support to monthly Integrated/Infrastructure releases.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Familiar with ITIL, Incident/Problem/Event Management, Release/Deployment, Operational Readiness
• Experience leading incident triage in a large IT operations production support environment
• Prior Technical Generalist / Major Incident Management experience
• Excellent analytical and problem-solving skills
• Experience in .net technologies, Windows, Linux, Oracle, Autosys, Mulesoft, PEGA a plus Must work well under pressure.
• Ability to manage multiple priorities.
• Candidate must have excellent written and verbal communications skills.
• Ability to communicate effectively across all levels.
• Able to work independently or as a part of the team.
• Proven ability to quickly gain understanding of operational or business processes, including key stakeholders, risks, and existing control mechanisms.
• Strategic thinker with the ability to quickly assess situations and make critical decisions weighing risk verses rewards under stressful conditionals.
• Excellent communication skills, able to articulate issues in a technical manner as well as concisely write incident communications for audiences varying in seniority and role (e.g., technical and business)
• Excellent leadership and discussion facilitation skills.
• Experienced using Remedy, ServiceNow, Splunk, Microsoft (Excel, Project, Visio), ITIL processes.
• Ability to work effectively in high pressure situations, on an ongoing basis, maintaining attention to detail.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.