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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.




Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.