Problem Manager

Who we are looking for
The Incident Manager role is part of the Major Incident Management function within Global Production Management.  Major Incident Management provides a follow the sun support model to manage, co-ordinate, and communicate major incidents.

What you will be responsible for

As Major Incident Manager, you will:

• Coordinate the resolution of critical Major Incidents utilizing technical and business resources
• Execute the Incident Management process tasks in adherence with global standards
• Act as a direct escalation point for incidents and identifies and document key risks/process issues or concerns observed during the management of the incident for handover to Problem Management
• Lead conference calls to advise business stakeholders of major incidents occurring in the environment
• Communicate to a global audience, including executive management, providing details of the incident and impacts to the business, including next steps and root cause analysis
• Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority
• Performs impact and risk analysis to ensure the risks/impacts to customer/clients are thoroughly understood
• Identify process improvements and work with the team to test and implement the identified improvements
• Conduct risk assessments on proposed actions before actioning

What we value

These skills will help you succeed in this role:

• Proven analytical and problem-solving skills
• Exceptional Resolution Skills; oversee and engage in global Major Incident resolution activities
• Understand IT roles and responsibilities; quickly construct and manage virtual teams with skill levels needed for fast service restoration
• Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.
• Demonstrated ability to think both tactically and strategically.
• Proven stakeholder management including with senior leadership.
• Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
• Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business
• Ability to work across countries and regions
• Understanding of how cross platform technologies work
• Ability and aptitude to pick up new technologies and procedures

Education & Preferred Qualifications

• Technical Bachelor’s degree
• Minimum of 8 or more years of experience in incident management

Additional requirements

• ITIL Certification in Incident Management

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

State Street’s Speak Up Line