Major Incident Manager

A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets safely, securely and responsibly
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights
Overview
The purpose of the IT Major Incident Manager role is to manage the recovery activities and communication of all Major IT incidents, including all stakeholder communications, driving IT teams to restore service (both internal and external providers), producing key Incident artefacts such as Incident Reports
Key Accountabilities and Main Responsibilities
Strategic Focus
Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult
Operational Management
Other operational responsibilities such as reviewing operational artefact, incident ticket quality assurance
Continual Incident Management related education for Process Practitioners and the Business (both formal and informal)
Developing, analyzing and the timely delivery of insightful Incident Management related reports
Conduct post Incident Reviews between IT and the Business
Management and continual improvement of the Major Incident Management process (shared responsibility)
Managing the recovery activities and communication of all Major IT incidents within customer centric SLAs
Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered
People Leadership
Leading ?War Roomsduring Major IT Incidents
Governance and Risk
Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities
Governance across all Incident priorities (SLA performance, quality, and process adherence)
Experience & Personal Attributes
Experience working in an IT department of a large enterprise organization with complex systems and infrastructure
Excellent working knowledge of reporting tools, meta-data, metrics, and analysis
Highly motivated with strong leadership skills
Proven knowledge of Service Level Management & ITIL frameworks
Ability to interact in a professional manner and build relationships with a broad range of people
Experience in performing the Major Incident Management function
Expert in communication and facilitation skills with internal and external customers at all levels
Ability to work under pressure & prioritize appropriately
Excellent planning and organizational within multi-tasking environment
An understanding of IT infrastructure and Applications
Third Party Vendor management
Ability to effectively manage time, priorities work, multi-task across many issues
Outstanding ability to analyses, isolate and interpret incidents, queries and manage appropriately
Ability to co-ordinate several teams to resolve incidents
Essential Qualifications
ITIL Foundation Certificate (minimum)
ITIL Operational Support & Analysis (preferred)
Tertiary qualifications or equivalent working experience
Minimum 2 to 3 years in a similar position