At Broadridge, we’ve built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is growing! We are seeking an experienced Senior Incident Manager to join our Global Broadridge incident management team. In this role, you will play a critical part in managing the resolution of technical problems that have significant consequences for Broadridge and our customers. The ideal candidate will cover evening hours and must be both technically skilled and business-oriented. This position requires the ability to work outside normal business hours, including weekends, holidays, and evenings, as needed.

Responsibilities

• Drive incidents to resolution and ensure accurate and timely customer and executive level communications

• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly

• Ensure that incident management processes are followed and that incident postmortems are completed to gather process deviations and areas for improvements

• Drive the Broadridge Major Incident Management Process for critical customer situations

• Coordinate with peer managers worldwide on resources, issues, and schedules

• Assemble, work with, and lead cross-organizational teams

• Support accurate and consistent maintenance of technical and management escalation processes

• Create and maintain recovery playbooks for commonly occurring customer patterns and issues

• Primary lead for Technical

• Support during customer outages

• Ownership and execution of the active critical incident management process, including:

• Event analysis, applying the ITIL framework for severity and impact

• Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with partners

• Manage customer and internal communications at an executive level

• Timeline documentation and review

• Manage event communications:

• Establish and manage bridge calls with engineers and customers on single customer outage

• Attend and drive multi-customer outage bridges

• Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call

• Post event program management

• Conduct post-event analysis, using the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences

• Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team

• Perform other duties and projects as assigned

• Participate in Broadridge Disaster activities

Qualifications

• Minimum of 5 years’ experience in critical/crisis situation management for technical customer escalations

• Bachelor’s degree in business, computer science, engineering or related field or equivalent experience

• Superb communication skills (both verbal and written)

• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is critical

• Strong organizational skills with the ability to handle multiple tasks simultaneously

• Customer focus and ownership, use of own initiative and a proactive approach to work

• Extensive experience supporting and leading technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations

• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management

• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state

• Ability to maintain calm during stressful situations

• A great teammate who is influential and builds good working relationships across all functions.

• Excellent project management skills, including demonstrated ability to lead projects across teams where influencing skills are required

• Basic Knowledge of all financial industries

• Knowledge in ITSM and Pager duty is a plus

Compensation

• Salary Range: $100,000 – $125,000 CAD depending on experience. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

• Bonus Eligible Position

• Benefits: Medical, dental, life and vision insurance, RRSP program with company match, paid parental leave, competitive vacation days and more. Medical insurance starts immediately upon hire.

Recruitment Process

Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have. 

Background Check Process

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Employment verification

• Education verification

• Credit inquiry

• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. 

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

#LI-Hybrid

#LI-RB1

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.