Major Incident Manager (Guerrero)

Responsibilities

As a Major Incident Manager, you will be in a highly visible role contributing to Finastra's daily operations in an integral 24/7/365 environment. This role is key to drive speedy resolution of major incidents by actively facilitating and coordinating across multiple technical teams, a level head, and a broad technical understanding is key to ensure success. Ensuring ITSM records are maintained and updated. This role also includes some on-call responsibilities outside of business hours including weekends on a team rota basis. This role will also be required to perform functional and hierarchical escalations to ensure we meet service level agreements with our customers and internal SLO's. As a Major Incident Manager you will be required to assist in building the team's documentation and be a key participant in RCA meetings. The Major Incident Management team is part of the larger Operations Management Center which is critical to ensuring timely resolution of production incidents, performing continual service improvements to proactively detect and prevent customer impacting incidents. To actively focus on Production Stability across the estate, with key areas of focus on reduction of mean time to engage and mean time to resolve.

Responsibilities & Deliverables

• Support and promote ITSM framework amongst teams and the wider IT organization.
• The Major Incident Manager is responsible to effectively manage the lifecycle of unplanned interruptions.
• This includes protecting the organisation from reputational damage, productivity loss and regulatory failings.
• The ability to learn new technical concepts quickly and translate technical jargon into plain speak for stakeholders, as well as the ability to filter information quickly and tailor communications to the recipient.
• Perform initial incident assessment of technical and process deficiencies and follow up on investigations.
• Provide leadership to multiple support teams during Major Incidents to acti