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Incident Management Manager/Analyst

Posted 3 months ago

Incident Management Manager/Analyst
San Francisco, CA (Bay Area) – Hybrid Remote
Contract to Hire 

Target Start Date: July 2022

We are looking for a Senior Incident Manager/Analyst to help manage the non-prod environments for our infrastructure eco system.

The Incident Management Manager/Analyst will be responsible for providing oversight and reporting for the enterprise banking platform.  Will monitor adherence to KPIs:  Capture uptimes, throughput, performance and track alerts/notifications.  A successful candidate will be analytical, organized, detail-oriented, timeline sensitive, and have excellent communication skills.

Primary Responsibilities:

  • Identifies and documents system and/or process deficiencies and recommends solutions.
  • Will oversee a repeatable test process by environment – refresh data – and coordinate the data refresh. Will also oversee environments to support the non-functional testing performed by the business units (performance or load testing, SIT testing, etc.), assure data is consistent, and end to end testing.
  • Define and develop dashboards to track the metrics.
  • Analyze incident management workflows and existing processes/systems.
  • Perform business analysis such as documenting requirements and spearhead the effort required to develop those artifacts.
  • Summarize meeting discussions, capture relevant details, implement and track next steps.
  • Document assumptions, dependencies, issues, and risks.
  • Represent Incident Management by serving as a key contact for business/technical partners and other Subject Matter Experts in the program.
  • Coordinate, plan and communicate with varying audiences.
  • Issue escalation with various vendors and departments as appropriate.

Required Experience:

  • Hands on technical experience with tools including ServiceNow, Jira, TFS, New Relic, Confluence, MS Teams, Excel, Word, PowerPoint, and SharePoint.
  • Broad banking/financial services experience is highly preferred.
  • Previous experience with Quality Assurance leadership and/or management.
  • Ability to scale the complexity of the business communications based on the level of understanding of the target audience.
  • Ability to multi-task and keep multiple threads in progress simultaneously.
  • Outstanding communication skills to accurately deliver information to technical and non-technical staff, as well as C-level leaders
  • Proven ability to articulate complex application requirements and functionality, as well as complex business objectives with various business units.
  • Self-directed, adaptable, flexible, detail-oriented, with a professional upbeat attitude making interaction with senior staff and stakeholders productive and efficient.