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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
Perform root cause analysis for all critical incidents and drive effective and efficient resolution to the issues.
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
What we value These skills will help you succeed in this role:
Proven analytical and problem-solving skills
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
Education & Preferred Qualifications
Technical Bachelor's degree
Minimum of 8 or more years of experience in incident management
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.
About State Street What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients. Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential. Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you. State Street is an equal opportunity and affirmative action employer. Discover more at StateStreet.com/careers