Incident Management Lead, Vice President
2 weeks ago
About this role
We are seeking a skilled Incident Management Lead to oversee the effective management of incidents across the EMEA region. This role entails line management for a team of Incident Managers, ensuring they are well-supported and equipped to handle incidents efficiently.
The Incident Management Lead will be responsible for planning resource allocations, ensuring adequate coverage to respond to incidents promptly. During high-priority incidents, the lead will oversee and own the remediation through coordinating with multiple partner teams to mitigate the business impact and restore services.
Key Responsibilities
- People Management and operational shift coordination.
- Support Incident Management in coordinating resolution and restore normal service operation during technology Incidents and Major Incidents.
- Drive communication with senior management both during and after incidents, providing timely updates and detailed post-incident reports.
- Continuous improvement of ServiceNow (SNOW) and Standard Operating Procedures (SOPs) to align with best practices and regulatory requirements.
Requirements and Qualifications
The ideal candidate should have:
- 6+ years' experience in the role of Incident Manager, including prior management experience.
- Availability as a weekend escalation point of contact on a rotational basis.
- Familiarity with industry-standard Incident and Problem Management practices.
- Strong interpersonal and communication skills, both written and verbal, and adept at communicating with all levels of the business and technical parts of the organization.
- Excellent organizational skills, and attention to detail.
- Previous experience working in the Financial Services or Technology industry.
- An understanding of running services on Cloud Infrastructure solutions and application monitoring solutions.
- Ability to leverage data-driven analytics tools like Power BI, Tableau, MS Excel.
- High-level understanding of scripting or basic development language skills to automate common tasks.
Our benefits
We offer a wide range of employee benefits, including retirement investment, education reimbursement, comprehensive resources for physical and emotional well-being, family support programs, and Flexible Time Off (FTO).
Our hybrid work model
BlackRock's hybrid work model enables a culture of collaboration and apprenticeship, enriching the experience of our employees, while supporting flexibility for all. Employees are required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week.
About BlackRock
At BlackRock, we are connected by one mission: to help more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes, and starting businesses. Our investments help to strengthen the global economy, support businesses, finance infrastructure projects, and facilitate innovations that drive progress.
We are proud to be an Equal Opportunity Employer, evaluating qualified applicants without regard to age, disability, race, religion, sex, sexual orientation, and other protected characteristics at law.
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