Overview
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
As an Incident Manager, you will be in a highly visible role contributing to the teams daily operations in a global 24 / 7 / 365 environment. This role includes the facilitation of resolution for all major incidents, communications via bridge call, email and SMS, on-call responsibilities outside of business hours including weekends, daily reporting, ticket administration and general production assurance responsibilities. This role will also be required to perform functional and hierarchal escalations to ensure we meet service level agreements with our customers and internal SLOs. As an Incident Manager you will be required to assist in building the team’s documentation and participate in RCA meetings.
Responsibilities
- Facilitate resolution for major incidents and communicate via bridge calls, email, and SMS.
- On-call responsibilities outside of business hours, including weekends.
- Daily reporting, ticket administration, and general production assurance responsibilities.
- Perform functional and hierarchical escalations to meet service level agreements with customers and internal SLOs.
- Assist in building the team’s documentation and participate in RCA meetings.
Qualifications
Skills And Knowledge : Proven ability to analyze and solve a wide range of technical problems.Ability to perform first level assessment of technical and process deficiencies and follow up on investigations.Provide leadership to multiple support teams during Major Incidents towards immediate service restoration.Ensure proper lifecycle transition from Incident to Problem Management processes.Resolve matters that have been escalated and provide approvals where required.Work at a detail level with technical teams when required.Perform Incident trend analysis and systemic Problem identification.Support and promote ITSM framework amongst teams and the wider IT organization.Participate in Operations Management activities and special projects or initiatives as required.Approval and oversight of all Emergency corrective actions and changes.Participation in Root Cause Analysis meetings and continual improvement of the Incident Management process.Crisis Management and Communications; knowledge of ITIL best practices and process improvements.Excellent written and verbal communication skills; ability to communicate technical concepts to non-technical clients / partners, especially at senior management level.Excellent analytical skills.Experience
Undergraduate degree.Experience with ITIL methodologies and industry best practices.ITIL v3 certification, minimum foundation level.Experience and understanding of technology monitoring tools.Experience leading teams to support meeting a contractual service level agreement.Experience with Change and Release Management.Experience leading bridge calls with a large number of technical participants.Experience in driving resolution of complex issues.Benefits
Flexibility : Enjoy unlimited vacation, based on location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.Well-being : Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to Gather Groups for emotional and mental support.Medical, life & disability insurance, retirement plan, lifestyle and other benefitsESG : Benefit from paid time off for volunteering and donation matching.DEI : Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).Career Development : Access online learning and accredited courses through our Skills & Career Navigator tool.Recognition : Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.Specific benefits may vary by location.At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!
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