Incident Manager

**Project** Description**: As part of Mission Control you will be the point of contact for everything related to the production environment. You are part of the core team of the TS Mission Control and you collaborate closely with the other TS teams. As a Mission Control Support Coordination Specialist you will lead Incident Management in Technology Operations along the defined standards and guidelines of the Incident Management framework. Working in collaboration with the different technology support organizations and business stakeholders you drive fast and reliable incident resolution and therefore, support smooth and reliable Technology Services operations. In addition to the resolution activities you ensure precise and timely incident communications to the different stakeholders. **Responsibilities**: - Are you passionate about IT production stability? We are looking for someone to - Have and provide a production overview across the bank - Be the central point of contact to provide an overview of the production health for technology - Proactively monitor the environment at a top level for abnormalities using telemetry and perform more focused investigations when necessary - Correlate cross-stream issues/events - Run and support incident management - Actively manage all SEV 1 to 3 Major Incidents - Overview of all SEV 4s, their current state and related escalations - Trends and abnormal volumes of SEV 5s and unstructured requests - Manage SEV 4 incidents when they have the potential to escalate - Control and ensure the quality of incident communications - Have an overview of all incident notifications released - Be accountable for the content of all major incident notifications - Provide quality content for cross-stream major incident notifications - Be accountable for the quality and hygiene of all stream incident notifications - Run and support Mission Control Command & Control activities - Be aware of the change portfolio / activities and communicate these effectively - Understand the effect of significant client environment events, financial events and market news - Establish and maintain collaborative working relationships with functional counterparts of the other Technology Services **Skills**: Must have - You have: - Several years' experience in IT or Finance roles for large organizations. - Able to translate technical information for non-technical people. - Excellent communication skills that allow you to interact on all levels - Experience in managing IT incidents in a global, multi-stream environment is preferable. - ITIL certification is desirable. - Splunk expertise a distinct advantage. - Knowledge of diverse technologies is an advantage You are: - Enthusiastic with diverse skills. - Analytical and Client focused. - Fluent in Business English (German an advantage). - Excellent team player with pro-active, positive personality and "can-do" attitude. - Have the ability to multi-task and prioritise incidents accordingly. Nice to have**Languages**: English: C1 Advanced **Seniority**: Senior **Relocation package**: If needed, we can help you with relocation process. Vacancy Specialization Incident Management Ref Number VR-95988