Head of Incident Management
7 days ago
We are seeking a seasoned professional to lead our Incident and Problem Management team at Addition+. As a global financial services provider, we are committed to delivering exceptional service to our 14 million active customers. We are currently undergoing an exciting transformation phase, and we need a skilled leader to help us navigate this journey.
Key Responsibilities:
- Manage the major incident and problem management team, ensuring seamless service recovery and incident response.
- Take on a leadership role in the service recovery process, coordinating activities during major incidents and serving as a point of escalation.
- Provide strategic direction and guidance for incident and problem management processes and procedures, establishing and maintaining incident and problem management policies and SLAs.
- Liaise with IT and business stakeholders during incidents, analyzing incident and problem trends and performance metrics to identify areas for improvement.
- Prepare and present trends in weekly and monthly reports, highlighting key findings and recommendations.
Main Skills and Requirements:
- IT technical knowledge and experience in a complex environment.
- Proven track record of service management experience, with a strong focus on incident and problem management.
- Personal resilience and ability to operate and lead teams in a high-intensity environment.
- Strong relationship building and management skills, with both internal and external stakeholders.
- Strong experience of implementing and managing ITIL services, with a focus on continuous improvement.
- Excellent experience in the banking and financial industry, with a strong understanding of major transformation and continuous improvement leadership.
What We Offer:
- Competitive benefits, including health, dental, and vision insurance.
- Car allowance and discretionary bonus.
- Opportunities for professional development and career growth.
- A collaborative and inclusive work environment.
- Flexible working arrangements.
We are an equal opportunity employer and value diversity at Addition+. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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