Technology Major Incident Manager

Technology Major Incident Manager page is loaded

Apply: Remote type Hybrid locations Dublin, Ireland

Time Type: Full time

Posted On: Posted 10 Days Ago

Job Requisition ID: R_1387106

Work Location: Dublin, Ireland

Hours: 35

Line of Business: Technology Solutions

Pay Details: We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Role Overview / Accountabilities:

As a Technology Service Management professional, you'll be involved in overseeing the delivery and support of IT services to ensure they meet organisational needs. Key accountabilities include coordinating incident and problem resolution with appropriate Technology and Business stakeholders. This role has specific accountability for ensuring the organisation meets its requirements under the DORA framework relating to technology incidents. This requires assessing the impact of incidents under the DORA framework and, if relevant, preparation of regulator notifications, as well as additional manual reporting and efforts to address recurring incidents regularly (e.g., weekly, bi-weekly, monthly).

Key Responsibilities include:

• Ensuring that when a P1/P2 incident occurs, we prepare DORA regulatory information based on specific incident criteria.
• Assessing the DORA major thresholds during incidents and notification on internal communication channels to key stakeholders.
• Preparation of regulatory notification to enable submission to relevant regulator(s) within 24 hours of a qualifying incident.
• Analysis of recurring incidents to determine if they qualify for notification under the DORA framework.
• Acquire and maintain a detailed knowledge of the company's application book of record and keep up to date with relevant developments.
• Collaborate with technology teams to determine communication needs and facilitate communication with internal stakeholders.
• Adhere to the company's style guide, ensuring that we produce high quality communication.
• Work with key internal stakeholders to onboard new applications with all required attestations.
• Create and maintain solution documentation.
• Create documentation and ongoing maintenance of documentation from project deliverables, timelines, charters, and governance.
• May monitor and coordinate operating schedules and priorities for all application-related incidents to ensure effective and efficient operations support and maintenance.
• Ensures operations training documentation is current and readily available.
• Gather data and compile reports on communication effectiveness.
• Oversee Incident investigations/communication, and handle Problem Management ensuring root cause analysis and permanent fixes are implemented.
• Prepare and participate in Incident, Problem & DORA reports for LDN & Dublin region.
• Effective Incident communication to TDS audience/Executives and demonstrate strong prioritization skills when managing multiple incidents.

Skills Required (3 Minimum):

• Undergraduate Degree or Technical Certificate.
• Graduate Degree Preferred.
• 3+ years of experience in an Incident Management / Coordinator role.
• Proficient knowledge of IT concepts.
• Proficiency and experience with creating infographics, presentations, and releases.
• Good understanding of Capital Markets/Securities Dealer Application/Platforms and IT infrastructure components/platforms and their interdependencies.
• Excellent organisational, partner, research, and verbal/written communication skills, with a proven ability to effectively engage Senior Executives, partners, clients, and individual technical and business staff.
• Excellent knowledge of Scrum techniques and artifacts (such as definition of done, user stories, automated testing, backlog refinement) ideally using Jira and Confluence.
• Ability to work with cross-functional teams.
• Ability to simplify technical concepts.
• Ability to communicate in a clear, concise manner to a large group either on call, via teams chat or e-mail.