At Brown Brothers Harriman, we believe no job is too big or small for any of us to handle if it helps our clients. We value passionate, committed people who enjoy collaborating with others to find new solutions to complex business challenges. We are looking for the type of person who speaks their mind, truly listens and steps outside their role to add value wherever they can. Someone who is driven to get things done and views obstacles as an exciting challenge that demands a creative solution. Above all, we seek someone who takes great pride in their work and is inspired and motivated by their role in protecting and enhancing our client’s financial well-being.
If you are looking for an entrepreneurial environment where you can learn and thrive, Brown Brothers Harriman is the right place for you.
Join us as a ITIL Incident Manager!
We are looking for a Major Incident Manager to join our Event Management team based in Boston, MA.
This position is primarily responsible for the effective management, coordination of resources, the timely resolution, and management of the BCC communications process for Major Incidents. This individual will work closely with Senior Business Leaders and Systems Technical Teams, and will require strong technical and communication skills to be successful. The normal working hours are 4 PM ET to 12 AM ET with the flexibility to make temporary adjustments when needed. The applicant must be flexible and willing to on weekends to support major events and other Service Now support initiatives.
Some of your key responsibilities include:
Strategy and Planning:
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Advise the business on ITIL best practices, procedures and other information related to proper Incident Management.
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Comply with BBH’s Systems Development Life Cycle (SDLC) on gathering requirements, issues, test and implementation plans for project related activities.
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Work closely with internal clients to understand and define KPI’s to meet required business defined SLA needs of internal and external clients including client deliverables and meeting expectations.
Major Incident Manager Accountability:
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Coordinate critical incident communication to all senior IT and business stakeholders while driving all critical incidents to resolution with in a 24x7x365 enterprise organization
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Identify and evaluate for each application potential issues that may need remediation and create a plan of action to work with the business and IT to remediate.
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Maintain business level knowledge of what are the key applications for each business area
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Maintain and Enhance the Incident and Post Mortem process based on feedback and intelligent requirements gathered
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Facilitates and enhances established KPI’s and Metrics used to manage the Incident Management Process and produces reporting on Incident trends and breaching of SLA’s Monitor and manage data replication mirror solution.
Operational Management:
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Review all event related activities and provide on-going communications, updates, and feedback to senior management
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Engage in ongoing communications with peers in the various business groups to ensure enterprise wide understanding of ITIL and event management goals, to solicit feedback and to foster co-operation
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Oversee and support senior business and IT managers in meeting established SLA’s required to meet regulation standards.
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Communicate key priorities and monitor key indicators associated with the Incident Management process using Service Now.
Qualifications:
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BS/BA degree in computer science or related work experience required.
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Must have 5+ year experience running incidents, critical events for a large-scale financial industry provider(s) a plus
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Must have a minimum of 2 years as a Major Incident Manager
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Strong written and verbal communication and relationship management skills
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Maintains a professional demeanor and attitude while being assertive; good relationship management skills
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Experience in designing and delivering employee training a plus
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A person that is organized, detail oriented and has strong reviewing skills with a high degree of accuracy.
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Seeks learning opportunities and strives to achieve the highest level of professional success.
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ITIL Foundations Certification, V3 or higher version
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Ability to work as part of a team in a potentially high pressure, client-driven environment.
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Fostering Team Spirit, creating an atmosphere of cooperation and common goal achievement by contributing and encouraging others.
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Excellent oral, written communication and interpersonal skills and the ability to communicate at all levels.
Candidate Key Skills include:
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ITIL Certification 3.0 or higher
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Hands on experience with a service management tool such as ServiceNow a plus
What We Offer:
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A collaborative environment that enables you to step outside your role to add value wherever you can
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Direct access to clients, information and experts across all business areas around the world
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Opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm
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A culture of inclusion that values each employee’s unique perspective
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High-quality benefits program emphasizing good health, financial security, and peace of mind
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Rewarding work with the flexibility to enjoy personal and family experiences at every career stage
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Volunteer opportunities to give back to your community and help transform the lives of others
