Incident Management Lead

Team Overview

Our team is responsible for the remediation of critical production incidents, as well as driving efforts to implement scalable stability solutions across BlackRock and our Aladdin clients.We are seekinga motivated, collaborative, and inclusive Incident Manager Lead who can bring their diverse perspective and problem-solving mentality to meet the evolving needs of our clients.

Role 

The Incident Management Lead for EMEA is a critical role, responsible for overseeing the effective management of incidents across the region. This role entails line management for a team of Incident Managers based in Edinburgh and Belgrade, ensuring that they are well-supported and equipped to handle incidents efficiently. The lead will be responsible forplanning resource allocations, ensuring that there is always adequate coverage to respond to incidents promptly.

During high priority incidents, the Incident Management Lead will oversee and own the remediation through coordinating with multiple partner teams to mitigate the business impact and restore services. They will work closely with other departments to identify areas for improvement and implement changes that improve the overall incident management process.

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:

A prospective candidate should ideally have and exhibit the following qualities:

• 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.