Incident Management Lead

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Incident Management Lead is responsible for overseeing and managing incidents that affect the operation of services within the technology organization. Their main goal is to restore normal service operation as quickly as possible while minimizing impact on the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 

Primary Roles & Responsibilities

• Incident Management:  Lead the incident management process to identify, analyze, and resolve incidents in a timely manner; Coordinate with various teams (IT, Operations, Support) to ensure effective incident response and resolution; Monitor incident trends and provide recommendations for improvement.
• Communication: Serve as the primary point of contact for incident-related communications; Provide regular updates to stakeholders about the status of incidents; Ensure the major incidents are communicated promptly to management and affected parties.
• Root Cause Analysis: Conduct post-incident reviews to identify root causes and prevent future occurrences; Collaborate with different teams to implement corrective actions and improvements.
• Process Improvement: Develop and maintain incident management policies, procedures and documentation; Identify trends in incidents and recommend enhancements to reduce incident frequency and impact.
• Team Leadership: Mentor and train team members in incident management processes and best practices; Lead incident management meetings and ensure effective communication within the team.
• Performance Metrics: Develop and track key performance indicators (KPIs) to measure the success of transformation initiatives.
• Compliance: Ensure all reporting complies with relevant regulations and standards.
• IT Infrastructure build-out and management:
• Responsible for procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, servers, networking equipment, operating systems and other software
• Seek out unmet business needs and propose technology-based solutions where appropriate. Will lead the selection and implementation of these solutions.
• Develop, gain approval for and manage a budget to accomplish goals.
• Serve on the Company IT Steering Team, which oversees all aspects of the company’s information technology function.
• Serve as the IT point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment.
• Responsible for local IT vendor, contract and outsourcing management.
• Responsible for monitoring data backups in offices to ensure that they are completed regularly.
• Perform appropriate duties associated with project-based activities.
• Responsible for the identification, development and communication of new technology standards and best practices as appropriate.
• Support employee and business software functionality:
• In cooperation with IT, local operations staff and key users, provide security, strategy, budgeting and disaster recovery/business continuity planning to offices and staff in multiple operating, business and functional units.
• Serve as the technical and communications liaison to and from stakeholders and office key users for IT communications, initiatives, needs assessments, etc.
• Provide new staff with PC/account setup and orientation.
• Provide escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure), including data backup recovery.
• Perform complex software/hardware troubleshooting, patches and re-installations in cooperation with the Enterprise Helpdesk and accordance with established SLAs.
• Provide consulting/training/education services such as data management and staff training/orientation for standard systems.
• Administration, budget and policy management:
• Responsible for local inventory maintenance and software license agreements management (SLA’s).
• Develop and monitors security compliance in accordance with IT standards, policies and procedures.
• Responsible for maintenance of systems documentation such as IT operations manuals.
• Special project leadership and / or support
• Management of new vendor relationships for specific initiatives.
• Other duties as assigned,

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree and 15 to 20 years related experience or equivalent combination.
• Excellent knowledge of technical management and data governance.
• Knowledge of current trends in IT hardware and systems software field.
• Database management skills with the ability to produce reports.
• Familiarity with the support and troubleshooting of personal computers and tablet devices.
• Analyze situations, evaluate alternatives, and implement robust solutions
• Interpret guidelines and analyze information to adapt or modify processes in response to changing circumstances.
• Duties may require non-routine analysis, research and follow-through
• Strong problem solving and analytical skills with the ability to work independently and exercise sound judgment
• Ability to make commitments and be willing to be held accountable against them, organizing workloads to meet deadlines
• Exhibit adaptability to accept or bring about change when needed
• Strong written and verbal communication skills
• Ability to excel in a team environment and advance overall team objectives
• Ability to ensure customer satisfaction by delivering excellence in products and service
• Ability to work and communicate with peers, vendors, internal staff, including software program leadership and others
• Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
• Demonstrate sensitivity in handling confidential information
• Formulate and clearly communicate ideas to others
• Fluency in English
• Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors and assisting with budget development
• Purchase equipment and supplies as provided for in the budget
• Ability to manage personnel with little supervision

Preferred Qualifications:

• Knowledge on Active Directory, Exchange, O365, Azure, Firewalls, Hyper V, VLANs. Solar Winds, MS Office, Redhat, etc.
• Training ability and experience is a plus.
   

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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