• Oversee the incident management process and cross-functional team members involved in resolving incidents.
• Act as the main point of contact for all major incidents.
• Respond to reported service incidents, identify the cause, and initiate the incident management process.
• Ensure long-term corrective actions are implemented and open incident issues are properly resolved.
• Prioritize incidents according to their urgency and impact on customers.
• Produce documents that outline incident protocols.
• Log all incidents and their resolutions to identify recurring problems.
• Adjust the incident management process to ensure its effectiveness.
• Communicate with upper management if major issues are identified.
• Produce RCA reports and deliver them to the customer, including up to C-Level stakeholders.
• Participate in the change review process.

Skills: Incident Management, Root Cause, Service Operations, Team Leadership, Problem Solving, Change Management, Process Improvement, Stakeholder Communication

• Record and classify received incidents, undertaking immediate efforts to restore failed IT services as quickly as possible.
• Assign unresolved incidents to the appropriate Tier 2 support group.
• Log all incident and service request details, allocating categorization and prioritization codes.
• Keep users informed about their incident status at agreed intervals.
• Associate incidents with other records such as incidents, changes, problems, knowledge articles, and known errors.
• Provide first-line investigation and diagnosis of all incidents and service requests.
• Verify resolutions with users and resolve incidents in the ITSM tool.
• Escalate major incidents to the Incident and/or Problem Manager.
• Escalate incidents at risk of breaching Service Level Agreements to the Incident Process Coordinator.
• Own all incidents and service requests throughout their lifecycle.

Skills: Incident Recording, Incident Classification, Incident Escalation, User Communication, Incident Investigation, Service Restoration, Resolution Verification, Incident Ownership

• Ensure root cause analysis of vulnerabilities alongside the technical leads.
• Work closely with project management, product management, engineering, and sustaining teams to drive issues to closure.
• Establish appropriate team ownership and help drive remediation activities.
• Engage external teams such as PR, Legal, etc.
• Track information appropriately for easy access across multiple stakeholders.
• Enhance the existing product security incident response program.
• Communicate effectively with excellent skills for executive reporting.
• Assemble and lead cross-org virtual teams to resolve security incidents.
• Run multiple high-priority incidents in parallel and compartmentalize findings and action items.
• Drive complex, cross-organizational initiatives through influencing and negotiation with stakeholders who may hold competing priorities.
• Focus on results-driven outcomes with accountability in mind.
• Operate effectively in a fast-paced environment with competing and shifting priorities.
• Present complex technical topics confidently and effectively to senior non-technical audiences.

Skills: Root Cause Analysis, Cross-Functional Collaboration, Remediation Management, Stakeholder Engagement, Security Incident Response, Executive Communication, Team Leadership, Results-Driven Execution

• Host Business Incident Bridge.
• Engage Level 2 and Level 3 teams for problem resolution.
• Craft incident statements, quickly gain a deep understanding of issues in flight, and provide accurate high-level recaps within 15 minutes during active incident calls.
• Ensure incident tickets are handled timely and efficient manner.
• Lead and take charge when running triage.
• Create and update issue logs.
• Provide high-quality updates in the Incident Bridge board.
• Automate manual processes to improve the quality and speed of service.
• Help document new processes and procedures based on changes or initiatives.
• Manage multiple moderately complex tasks concurrently.
• Understand technical terms and relay them in business terms.
• Demonstrate proficient knowledge of IT technical skills across multiple disciplines.
• Maintain a moderate level of proficiency in the use of MS Office products.

Skills: Incident Management, Problem Resolution, Incident Communication, Ticket Handling, Triage Leadership, Process Automation, Documentation Management, Technical Proficiency

• Execute the Incident Management process tasks in adherence with global and local requirements.
• Coordinate and manage Incident Management process activities across departments to ensure SLAs are met.
• Escalate risks and issues to the IT Service Delivery Manager.
• Support Incident Management reporting, including KPIs and customer SLAs.
• Assist Incident Management in ensuring consistent end-to-end application of the Incident Management process.
• Drive the standard execution and implementation of the Incident Management process.
• Ensure complete process adherence and handle incidents according to SLAs.
• Act as an escalation point to expedite incident resolution.
• Handle critical incidents and escalate to the IT Service Delivery Manager when they become major incidents.
• Own and manage the problem management process and policies, ensuring continual improvement.
• Own and manage the major incident process and policies, ensuring continual improvement.
• Design appropriate metrics for reporting on key performance and quality indicators for problem management, with a focus on in-depth trend analysis.
• Facilitate root cause analysis meetings.

Skills: Incident Management, SLA Management, Risk Escalation, Reporting Analysis, Process Adherence, Major Incident Handling, Problem Management, Root Cause Analysis

• Take end-to-end responsibility for the management, communication, escalation, investigation, and resolution of incidents.
• Ensure business and customer updates are timely and of sufficient quality, arranging discussions and updates on demand.
• Act as the incident escalation focal point, identifying and resolving conflicts and bottlenecks.
• Document post-incident review steps to establish root causes, aid in process improvements, identify deviations, and enable the creation of a knowledge base.
• Drive, develop, and manage the major incident process and associated procedures and tools.
• Assist in major incident and problem metrics reporting, providing consolidated production incident metrics along with resolution rates.
• Act as an evangelist for the Incident Management process.
• Provide coverage 8 hours on weekdays, plus out-of-hours support via on-call to ensure 24/7 coverage.

Skills: Incident Management, Business Communication, Escalation Handling, Root Cause Analysis, Process Improvement, Metrics Reporting, Major Incident Management, On-Call Support

• Conduct preliminary incident triage and proactively manage incidents to minimize customer impact and meet SLAs.
• Identify and analyze trends, recommending process improvements to ensure timely resolution and reduce the number of open issues.
• Escalate incidents technically and functionally.
• Provide rotating 24/7 incident management on-call support.
• Handle major incidents by facilitating multi-team technical bridges and communications.
• Act as the incident liaison for escalations from other departments.
• Accurately document and report all incident activities, creating internal and customer-facing Post-Incident Reports for major incidents.
• Facilitate post-incident review meetings to drive root cause analysis, lessons learned, and follow-up actions.
• Recommend and implement process improvements to adapt to changing requirements or new product offerings.

Skills: Incident Triage, Trend Analysis, Incident Escalation, On-Call Support, Major Incident Handling, Incident Reporting, Post-Incident Review, Process Improvement

• Act as a TVH ambassador for the Service Desk services provided to the entire organization.
• Coordinate and communicate all actions with responsible support teams and/or external suppliers to ensure incidents are resolved in the shortest possible time.
• Address issues via the incident management system (ServiceNow) or other communication channels.
• Ensure proper follow-up of tickets to guarantee KPI/SLA compliance.
• Take necessary actions in case of KPI/SLA violations.
• Provide regular reports on incident management and performance KPIs, keeping business and IT stakeholders informed about service levels.
• Improve Service Desk processes and procedures.
• Act as a SPOC towards the business during Major Incidents (P1), moderate After Action Review (AAR) meetings, and coach and mentor Support Advisors at the Service Desk.
• Participate in a weekly on-call rotation and provide after-hours support.

Skills: Service Desk Management, Incident Coordination, Ticket Handling, SLA Compliance, KPI Reporting, Process Improvement, Major Incident Management, On-Call Support

• Minimize business impact by driving the resolution of major incidents in the shortest possible time frame, either through a workaround or a permanent fix.
• Convene and chair major incident bridge calls involving all relevant parties.
• Follow the agreed Major Incident Management (MIM) procedure.
• Ensure all resolver teams have a shared understanding of business impact and a strong sense of urgency.
• Implement a command-and-control approach to provide purpose and direction across all resolver teams, whether internal, client, or third party.
• Keep key stakeholders informed of progress at the agreed frequency and through the agreed communication channels.
• Maintain an accurate, up-to-date record of steps taken during major incidents.
• Conduct post-major incident reviews and oversee the creation of major incident reports.
• Ensure root causes of major incidents are thoroughly understood and problem records are created.
• Actively drive problem resolution through the assignment and follow-up of agreed actions and process improvements.
• Provide periodic status updates on problem records to key stakeholders.
• Contribute to the tooling strategy for monitoring and event management across all supported environments.
• Own the continuous improvement plan for major incident management for specific clients.

Skills: Major Incident Management, Bridge Facilitation, Impact Assessment, Command Leadership, Stakeholder Communication, Incident Documentation, Root Cause Analysis, Continuous Improvement

• Provide leadership and direction during high-priority incidents, demonstrating absolute command and control.
• Maintain an overall incident perspective and ensure ITIL-based Incident Management processes are followed.
• Deliver results and achieve SLA/KPI performance by fostering effective cross-functional team collaboration.
• Coordinate and facilitate communication and escalation processes during high-priority incidents.
• Proactively monitor incident resolution, analyze trends and root causes, and escalate findings to Problem Management or relevant support teams.
• Produce clearly written post-incident reports within agreed SLAs and assist with Post-Incident Reviews.
• Compile and publish operational incident reports detailing high-profile outages.
• Facilitate key incident-related forums.
• Fully support the Major Incident Management and Service Desk teams.
• Champion quality standards and Service Management processes, ensuring compliance across all operational teams.

Skills: Incident Leadership, Process Adherence, Team Collaboration, Communication Management, Trend Analysis, Incident Reporting, Review Facilitation, Service Management

• Act as the key point of contact for all SaaS Critical (Sev1) Incidents, serving as Incident Commander and maintaining an assertive posture throughout the incident lifecycle.
• Highlight potential risks or roadblocks and coordinate mitigation plans as a top priority during the incident lifecycle.
• Control emotions, communication, information, and analysis during active Sev1 situations.
• Ensure forward momentum of incidents toward the Problem Management process for successful root cause analysis (RCA).
• Participate in internal discussions and cross-functional collaboration efforts, driving progress.
• Drive outstanding High (Sev2) incidents to closure and review unassigned solution queues to ensure SLA milestones are met and to aid in achieving net-zero backlog.
• Review and refine ITIL best practices, Incident and Escalation Management processes, protocols, metrics, and run books.
• Participate in Blue Yonder Business Continuity Programs (BCP) to support Incident, Problem, and Change initiatives.
• Collaborate effectively with Support Functional & Technical teams, Technical Account Managers, Customer Success Partners, and other stakeholders to ensure success in critical situations.
• Lead Major and Multi-Customer Incident Management efforts, driving internal bridge calls with stakeholders and coordinating communication on status and next steps.

Skills: Incident Command, Risk Mitigation, Crisis Communication, Root Cause Analysis, Cross-Functional Collaboration, SLA Management, Process Improvement, Major Incident Leadership

• Know the customer and understand their expectations for reactive support experiences.
• Focus on critical issues to ensure customer satisfaction.
• Set proper expectations with customers for support.
• Proactively manage the reactive support experience.
• Acknowledge and respond to customer requests promptly.
• Anticipate risks and escalations based on customer context.
• Handle high-risk escalations by gathering and analyzing information to support the customer.
• Understand the cause of escalations, their business impact, and the level of urgency from customers and stakeholders.
• Establish and document clear communication channels with the customer to enable effective cross-group collaboration.
• Work with engineers to investigate customer issues, understand root causes, and drive prevention.
• Adopt a customer-obsession approach that prioritizes the customer and their operational health.
• Monitor reactive cases owned by internal support organizations.
• Ensure correct case reporting and trending for the account team and customer, enabling conversations, planning, and delivery to support ongoing customer operational health.

Skills: Customer Focus, Issue Prioritization, Expectation Management, Escalation Handling, Communication Management, Root Cause Analysis, Cross-Group Collaboration, Case Monitoring

• Own the Incident Management process.
• Communicate and coordinate with all levels of the organization to effectively manage the process.
• Coordinate the day-to-day execution of the process, ensuring incidents are responded to within the guidelines of the Incident Management Standard Operating Procedures.
• Guide corrections to maintain process compliance.
• Contribute to reducing the overall number of incidents and downtime by initiating and driving process improvement efforts.
• Liaise with stakeholders to help coordinate the resolution of incidents.
• Manage P1 and P2 incidents to drive quick resolution.
• Oversee the flow of critical incidents and impactful event bridges (Business Impact Calls) to ensure the most efficient and effective path to resolution.
• Drive stakeholders toward incident resolution to avoid SLA breaches.
• Perform on-call duty for Incident Management during critical incidents and events.
• Create dashboards and reports using approved tools, including ServiceNow.
• Create, analyze, and distribute process reports.
• Ensure completeness and integrity of information collected for daily operations.
• Assist in auditing the process for compliance with documented procedures.
• Prepare After Action Reports for every critical incident and event.
• Collaborate with Problem Management as a stakeholder in the Root Cause Analysis process.

Skills: Incident Management, Process Compliance, Incident Coordination, Stakeholder Communication, Process Improvement, Critical Incident Handling, Reporting Analysis, Root Cause Collaboration

• Liaise with technology management as the focal point for all high-priority and major incidents reported and acquire a comprehensive situational understanding of event status, including causes, recovery actions, impact, and chronology.
• Actively manage resolver groups by driving them to employ a logical and methodical process to break down and isolate causes and recovery steps, ensuring steps are valid and follow a logical sequence.
• Drive group chats and bridge calls to maintain the momentum of diagnosis and recovery.
• Provide support to and participate in change control and problem management processes.
• Send out executive alerts, communication mailers, and host status meetings as the focal point for incident status communication.
• Provide on-call and off-shift incident management support for critical issues affecting or potentially affecting the production environment, as required by rotation or urgent circumstances, including overnight and weekends.
• Support quarterly DR events on a mandatory basis.
• Chair review calls with support teams and technology management.
• Ensure escalations receive appropriate focus from technical teams, technology management, relationship managers, and business continuity.

Skills: Major Incident Management, Situational Analysis, Root Cause Isolation, Bridge Facilitation, Change Support, Executive Communication, On-Call Support, Escalation Management

• Identify and manage existing and emerging risks that stem from business activities and the job role.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follow written risk and compliance policies and procedures for business activities.
• Work independently on moderate to complex triage, categorization, alerting, and problem resolution to support the integrated team.
• Operate all monitoring, communication, and collaboration equipment proficiently.
• Monitor and analyze all incidents potentially impacting USAA employees, assets, business, or brand.
• Execute recalls of staff.
• Apply proficient knowledge of critical business operations or systems application processes, procedures, and incident remediation action plans to ensure appropriate escalations in support of production incidents.
• Coordinate with specialized USAA command centers and CoSA situation management teams.
• Accurately gather and document incident data in incident recording tools, maintaining accurate records of incident timelines and supporting artifacts.
• Analyze aggregated data from the integrated team for reporting purposes.
• Communicate incident status and resolution to a broad group of business personnel, IT support, and executive leadership with discernment and effective communication skills.

Skills: Risk Management, Compliance Adherence, Incident Triage, Problem Resolution, Incident Monitoring, Incident Documentation, Data Analysis, Executive Communication

• Serve as a subject matter expert for security, privacy, and application-related incidents, as well as overall information security processes.
• Own, develop, and maintain security incident management practices.
• Assist in developing and maintaining the broader incident management processes, including security incidents.
• Take hands-on responsibility for tactical actions during incidents.
• Perform incident classification and triage actions upon receiving reports of potential incidents.
• Be available on-call for security incidents occurring outside working hours covered by the Information Security team.
• Follow up on incident resolutions, conduct root cause analyses, manage tickets, and communicate appropriately with all relevant internal and external parties.
• Analyze vulnerabilities in business processes, company networks, cloud environments, operating systems, applications, and databases.
• Identify information security risks and deficiencies and communicate them effectively to management and stakeholders.
• Strengthen practices through incident retrospectives and learning sessions.
• Monitor and handle security SLA compliance statuses for Ada’s partnerships.
• Manage the information security aspects of Business Continuity and Disaster Recovery processes.
• Create and maintain clear, concise, and practical documentation.
• Coordinate incident management-related training and KPIs.
• Define and implement meaningful metrics to monitor and improve incident management within the organization.

Skills: Security Incident Management, Incident Triage, On-Call Support, Root Cause Analysis, Vulnerability Analysis, Risk Identification, SLA Compliance, Documentation Management

• Act as the primary point of contact to drive security incidents.
• Interact with both technical and business stakeholders, establishing and maintaining effective information exchange.
• Drive incident response service delivery end-to-end, from evaluation through resolution, lessons learned, and documentation.
• Lead the technical resolution of incidents end-to-end.
• Identify stakeholders, actively manage information exchange, and perform escalations on demand.
• Execute and close out assigned incidents.
• Identify and manage necessary business involvement.
• Prepare and deliver reporting, providing a business perspective to stakeholders up to C-Level.
• Collaborate with other security services to improve the overall security posture.
• Develop and deliver recovery plans.
• Support risk analysis, lessons learned, and improvement activities.
• Participate in further development of the incident response service.
• Identify areas for improvement and support their implementation.
• Support IT Risk Management processes and services through governance activities.
• Execute assigned tasks in IS processes according to agreed RACIs and specifications.
• Lead the execution of small projects, ensuring all related activities align with policy, contractual agreements, quality standards, health and safety, and schedule commitments.

Skills: Security Incident Response, Stakeholder Communication, Technical Resolution, Incident Reporting, Recovery Planning, Risk Analysis, Process Improvement, Project Leadership

• Facilitate and manage onsite incident response efforts as a hunt and incident responder, applying Incident Management process procedures and instructions in accordance with the Incident Management Group Concept of Operations (CONOPS).
• Gather information for the National Cybersecurity & Communications Integration Center (NCCIC) and conduct outreach to the Director in response to incidents, presenting situational awareness briefings for the community.
• Set up, coordinate, and perform analysis of incidents, providing feedback to customers.
• Develop and recommend strategies and controls to improve the security of corporate and industrial control systems.
• Develop and assess mitigation strategies and security controls to enhance security.
• Coordinate incident response efforts with industry associations, government agencies, and the Intelligence Community (IC).
• Monitor and review multiple data sources, including intelligence, media, and law enforcement reporting, to identify cybersecurity incidents, threats, and vulnerabilities.
• Assist in preparing communications to inform DHS leadership of emerging threats and associated response activities.
• Provide classified and unclassified cyber risk briefings and activity updates to Federal, State, Local, Tribal, Territorial (SLTT), and Critical Infrastructure community stakeholders.
• Manage reported incidents by serving as a single point of service for incident customer organizations throughout the incident lifecycle.
• Develop and assess mitigation strategies and security controls to improve the security of both corporate and industrial control system networks.
• Assist in developing and maintaining Standard Operating Procedures (SOPs).
• Document technical details of current or potential intruder threats consistent with NIST 800-61r.

Skills: Incident Response, Cybersecurity Analysis, Situational Awareness, Security Strategy, Threat Monitoring, Risk Briefing, Stakeholder Coordination, SOP Development

• Lead technical resources during critical incidents to ensure the timely resolution of incidents and problems within production environments.
• Act as an escalation point for support teams, customers, and external parties to drive incident resolution.
• Lead calls between internal teams, business, and stakeholders to communicate recovery status and confirm service restoration throughout the incident lifecycle, ensuring service delivery and SLA compliance.
• Participate in and represent the Technical Support team during Incident Management calls affecting single or multi-customer environments.
• Communicate incident impact to NOC, Engineering, Operations, and R&D resources.
• Assess impact and progress during major and minor incidents, ensuring timely and appropriate escalation.
• Engage the Tech Support Management team to ensure proper staffing during surges in calls or cases, particularly during major events.
• Involve Technical Support resources in gathering customer feedback, diagnostic information, and logs to accelerate incident resolution.
• Keep detailed incident logs and maintain updated information in the incident management log for documentation and continuous improvement.
• Provide accurate and timely communications regarding incident impact to distribution lists and senior management.
• Plan for possible customer impacts and ensure Tech Support is prepared with staffing for scheduled and unscheduled system maintenance, including major events.
• Develop policies and procedures for the Technical Support team covering incident reporting, management, and escalation.
• Contribute to evolving and maturing the incident management process to ensure integration with problem management, change management, and related tools.
• Facilitate regular meetings with customers, business units, and incident management stakeholders to prioritize and resolve critical incident-related issues.
• Leverage incident management best practices and process frameworks, such as ITIL methodology, to drive continual process improvement.
• Maintain composure and effectiveness in high-pressure situations.

Skills: Incident Resolution, Escalation Management, Stakeholder Communication, SLA Compliance, Impact Assessment, Incident Documentation, Process Development, Continuous Improvement

• Drive operational excellence throughout the technology organization by executing a high standard of Incident and Major Incident Management, integral to the success of Service Delivery as a whole.
• Take responsibility for all incidents and major incidents for all services globally.
• Report and escalate directly to regional Senior Incident Managers.
• Act as the "One Voice" of Technology during Major Incidents, providing accurate, concise information and handling conversations at the senior stakeholder level.
• Personally manage incidents and major incidents, serving as an escalation point to ensure timely resolution within expectations and SLAs.
• Triage all incidents and major incidents, ensuring the correct teams are engaged and the incident lifecycle is tracked to closure.
• Host and manage Major Incident technical and management calls to facilitate restoration.
• Ensure all Major Incidents include accurate business impact statements, ongoing actions, and detailed recovery plans communicated to the correct audience throughout the lifecycle.
• Create executive summaries of major incidents and present them to senior stakeholders at the CIO and COO levels.
• Effectively manage third parties, suppliers, and vendors, ensuring their support and commitment during major incidents, escalating to senior management.
• Conduct Post-Incident Reviews with clear models, ensuring the right level of attendance by key team members.
• Work in tandem with Global and Regional Service Delivery leadership to govern, review, and update the Major Incident Management process, ensuring integration with other processes and alignment with ITIL best practices.
• Ensure all IT teams, internal and external, follow the incident management process consistently.
• Develop and maintain relationships with senior stakeholders across Technology and the Business to instill confidence and trust in critical situation management.
• Lead and drive Hyper Care models when launching and delivering new products and features to ensure the best service for customers.
• Produce high-quality incident reports with clear insights on the event, business impact, next steps, and improvements.
• Produce weekly, monthly, and ad-hoc reports tailored to the relevant audience.
• Attend monthly service reviews with customers, vendors, suppliers, and third parties, contributing to incident reviews, service level evaluations, and improvement discussions.

Skills: Incident Management, Major Incident Handling, Escalation Management, Stakeholder Communication, Incident Triage, Business Impact Reporting, Post-Incident Review, Service Improvement

• Experience in Incident Management.
• ITIL Incident Management training completion, preferably certification.
• Extensive technical support experience in cloud, IT, or managed service environments.
• Proven skills in crisis management with internal and external client relations.
• Excellent Project Management experience and skills.
• Detail-oriented, strong problem-solving, analytical, and time management skills.
• Ability to apply organizational, critical thinking, and oral and written communication skills.
• Effective team player and leader who can work independently.
• Proficiency in Microsoft applications such as Word, PowerPoint, and Excel.

Qualifications: BS in Computer Science with 7 years of Experience

• In-depth understanding of business operations and technology platforms.
• Experience in an Operations Command Center/NOC environment.
• Experience working in a process-driven environment.
• Experience in developing a process.
• Able to ask the right questions, challenge the information if the response does not fit the situation, and set actions based upon the information.
• Must have demonstrated skills of leadership, collaboration, and diplomacy.
• Excellent computer-based, telephonic, verbal, and written communication skills.
• Good organizational skills and the ability to multitask and successfully prioritize workload.
• Excellent problem-solving and decision-making skills.
• Ability to track and proactively communicate status on unresolved issues and/or tasks.

Qualifications: BA in Business Administration with 6 years of Experience

• Experience in operating as an Incident Manager in a multi-disciplined service management team.
• Ability to analyze, interpret, and make sound recommendations based upon statistical and observational incident management evidence.
• Experience in developing and owning incident management processes and monitoring compliance.
• Able to work with third-party suppliers constructively whilst driving performance against contractual obligations.
• Excellent stakeholder relationship, communication, coordination, and facilitation skills.
• Familiarity and experience in using service management tools.
• Experience leading critical incidents with high business impact, including escalation handling, rapid decision-making, and post-incident executive briefings.
• Can link incident trends to root cause analysis, ensuring incidents drive improvements and knowledge base updates.
• Ability to diffuse tension, mediate between competing priorities, and foster collaboration during escalations.
• Ability to quickly adjust to shifting business needs, evolve technologies, and unexpected challenges in a dynamic service environment.

Qualifications: BA in Public Administration with 9 years of Experience

• Experience working in Financial or Technology Institutions supports the following procedures: gathering metrics and monitoring for both automated and manual notifications.
• Formal certification in a Service Management framework (e.g., ITIL V3 Certified foundation level or similar).
• An advanced level of the English language.
• Knowledge of and experience with investigation and fact-finding methods.
• Able to compile, organize, analyse, and interpret data and information into report formats.
• Excellent customer service skills with the demonstrated ability to respond to questions and requests in a helpful, empathetic, and professional way
• Ability and willingness to work in a shift (both day and night) environment providing 24x7x365 support.
• Demonstrated capacity to solve complex problems, meet tight deadlines, and meet mission-critical Service Level Agreements.
• Ability to effectively communicate with both technical staff and executives.
• Ability to maintain calm during stressful situations, as well as manage and prioritize tasks and time efficiently.
• Can identify opportunities for improvement within the business processes.
• Diplomatic, with the ability to act in an often complex business environment.

Qualifications: BS in Information Technology with 4 years of Experience

• Background in data interpretation and reporting to support decision-making and performance tracking.
• Knowledge of industry standards and best practices to ensure compliance and efficiency.
• Experience with process improvement methodologies such as Lean, Six Sigma, or Kaizen to optimize workflows.
• Must be dependable and accountable for own actions.
• Ability to act upon oral and/or written instructions provided.
• Ability to troubleshoot quickly and accurately, and effectively use time management skills.
• Must demonstrate accuracy and thoroughness, and look for ways to improve and promote quality.
• Apply feedback to improve performance and monitor own work to ensure quality.
• Must be a team player with the ability to establish and maintain effective working relationships with team members, clients, and vendors.
• Able to adapt to changes in the work environment, i.e., managing competing demands, delays, or unexpected events.

Qualifications: BS in Operations Management with 5 years of Experience

• Demonstrate experience in the area of risk management, assessment, and the formulation of mitigation strategies in a large and complex ICT environment.
• Experience in policy and procedure development to support governance and compliance in ICT environments.
• Knowledge of cybersecurity principles and practices to safeguard systems, data, and infrastructure.
• Proven ability to manage projects end-to-end, including planning, execution, monitoring, and delivery.
• Experience with incident response and business continuity planning to minimize disruption during crises.
• Experience in budget planning and resource allocation to optimize financial and human resources.
• Proficiency in preparing clear, concise, and persuasive reports and documentation for technical and non-technical stakeholders.
• Ability to interpret and apply relevant legislation, regulations, and standards in ICT operations.
• Ability to undertake objective, systematic analysis and draw accurate conclusions based on evidence.
• Ability to develop and manage a range of internal and external stakeholder relationships.
• Ability to assess risks and implement mitigation strategies and think strategically, and align operational activity accordingly.

Qualifications: BA in Risk Management with 12 years of Experience

• Good command over ITIL processes and strong experience in handling high-priority Incidents.
• Previous ITIL Operational experience in the Incident Management process.
• Experience with Root Cause Analysis (RCA) and Problem Management to prevent recurring incidents and strengthen long-term system stability.
• Knowledge of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to monitor, measure, and improve IT service delivery.
• Proficiency in using IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy, Jira) for efficient incident tracking and reporting.
• Ability to work independently and make decisions.
• Ability to interact directly with the Senior management of both the company and the Customer.
• Have a strong character, can do attitude, and possess a quality-driven and customer-focused mindset.
• Successful delivery against commitments and deadlines.
• Ability to work under tight deadlines and the ability to maintain focus whilst under pressure.
• Ability to identify problems and work towards a resolution (see things through) and motivate others to complete tasks on time.

Qualifications: BS in Cybersecurity with 7 years of Experience

• Previous Major Incident, Problem Management, and Change Management experience.
• Basic experience with MySQL and Linux (CentOS).
• Network/Host Monitoring experience, such as Nagios, AlertSite, Wavefront.
• Effective troubleshooting and analytical skills, and the ability to manage complex and technical incidents.
• ITIL certified or LPIC 1 certified, and AWS Cloud Practitioner certification.
• Experience in using the ServiceNow ITSM platform.
• Deeper technical understanding of the Technical IT infrastructure.
• Strong team player with excellent written and verbal communication skills in English, ability to communicate both technical and non-technical information, depending upon the audience.
• Experience in data analysis and trending, with the ability to identify improvements and actions.
• Ability to quickly understand complex systems, and rapidly absorb and understand complex technical situations under pressure.
• Detail-oriented with the ability to follow processes and procedures.
• Ability to adapt to changes in processes and services.
• Ability to facilitate conversations with large groups of remote people.

Qualifications: BS in Data Science with 8 years of Experience

• Experience working in IT service management, or a similar role.
• Strong knowledge of IT service management processes, including ITIL and COBIT.
• Experience working with IT systems and software such as SolarWinds, Catchpoint, New Relic, Nagios XI, etc.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time management skills.
• Excellent ability to synthesize data from multiple sources and develop actionable insights for management.
• Excellent competency in Microsoft Excel and PowerPoint.
• Excellent oral and written communication skills.
• High level of self-motivation.
• Excellent managerial skills and ability to collaborate with team members.
• Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
• Strong working knowledge of Jira, PagerDuty, and other Incident Management Tools.
• Strong understanding of the software development lifecycle, including code management tools.
• ITIL 4 Foundations Certification and Security Certification.

Qualifications: BS in Software Engineering with 10 years of Experience

• Experience from the Broadcast, Telecoms, or IT Industry.
• Knowledge of ITIL or other industry practices related to Service Management.
• Experience working as an Incident Manager or within a 1st or 2nd line support desk.
• Experience with the ITIL Framework.
• Experience working with an offshore Support function.
• Strong customer orientation, communication, collaboration, and leadership skills.
• Able to prioritize multiple incidents and able to coordinate multi-subject area engineering teams.
• Good technology understanding, ideally with a background in software and technology managed services, and a solid understanding of the Red Bee portfolio of services.
• Good administration skills and can use various ITSM tools for incident logging and knowledge base.
• Excellent written and verbal communication with the ability to convey technical information to stakeholders.
• Solid sense of urgency, take ownership, and work under stress.
• Previous IM experience in similar positions.
• Solid organisational skills, including attention to detail and multitasking skills.
• Extensive experience in successfully navigating sophisticated, matrix organizations.

Qualifications: BS in Network Engineering with 7 years of Experience

• Previous experience in Incident and or Major Incident management.
• Previous operational experience.
• Experience in reporting and the preparation of management information.
• Working knowledge of Remedy.
• Full understanding of Incident Management and Major Incident Management Cycle.
• High-level understanding of IT infrastructure environments.
• ITIL v3 or 4 Foundation certificate.
• Previous experience working for the government/public sector.
• Ability to stay calm under pressure, empathize with others, and manage difficult situations diplomatically.
• Strong conflict resolution and negotiation skills
• Able to quickly evaluate unexpected situations and adjust approach effectively.
• Ability to gain buy-in from stakeholders and guide decision-making without direct authority.

Qualifications: BA in Organizational Leadership with 5 years of Experience

• Experience in an Incident Management role within a bank, financial institution, or fintech.
• Strong overarching knowledge of the cross-border payments industry and the related infrastructure/services/providers.
• Demonstrable experience in data analysis and trend identification.
• An analytical and methodical problem solver with a high attention to detail.
• A collaborative mindset and the ability to work closely with others to deliver results.
• Strong leadership qualities and the ability to influence upwards.
• Must be able to make decisions based upon available information.
• Experience using ticket/case management systems.
• Good understanding of FX (Foreign Exchange) concepts and processes.
• Ability to build and maintain productive relationships (internal, external).
• Strong multi-tasking skills with high attention to detail.
• Strong verbal and written communication skills.

Qualifications: BA in Strategic Communication with 9 years of Experience

• Experience from the IT Industry, preferably previous IM experience in similar positions.
• ITIL certification and knowledge of practices related to Service Management and Lifecycle.
• Working knowledge of the SLA (Service Level Agreement) to be used for the specific customers.
• A strong sense of urgency and take responsibility, and be able to work under pressure.
• Strong skills in leadership and communication.
• Fluent in written and spoken English.
• True customer mindset with a result-oriented approach.
• Good skills in interpersonal communication.
• Developed skills in knowledge sharing by actively contributing knowledge.
• Strong analytical and organizational skills.
• Ability to work under strong pressure related to the scale of business impact.
• Flexible and responsive to changing work patterns and demands.

Qualifications: BS in Cloud Security Engineering with 6 years of Experience

• IT support/infrastructure experience in an enterprise environment.
• Previous experience working in an NOC or IT Command Center.
• Previous experience with Network and Systems monitoring tools.
• ITIL Training or ITIL Certification.
• Solid understanding of Network and Systems infrastructure.
• Experience providing IT support on escalated incidents.
• Be able to create comprehensive IT documentation.
• Ability to work effectively with Engineers, Management, Vendors, or any party needed to resolve a major incident.
• Strong collaboration and teamwork abilities.
• Skilled at explaining technical issues clearly to both technical and non-technical audiences.
• Good time management and prioritization skills, and able to handle multiple high-priority tasks while meeting deadlines.

Qualifications: BS in Computer Networking with 4 years of Experience

• Proven track record of acting as a trusted senior business partner in a dynamic and evolving business environment.
• Exceptional communication skills, and comfortable and credible presenting to senior leaders (up to Operating Committee level).
• Natural ability for developing and cultivating strong and mutually beneficial working partnerships.
• Previous syndicated loan experience.
• Familiar with the inherent risks associated with the syndicated loan product.
• Strong analytical capabilities with a passion for root-cause analysis.
• Demonstrable success at transforming and/or building new operations teams/functions.
• Proven track record in thinking/acting strategically and globally to influence complex business decisions.
• Fosters a collaborative team environment within and across functional organizations.
• Results-driven, proactive, ability to lead and drive execution, methodical approach to identifying and solving issues.

Qualifications: BA in International Security Studies with 11 years of Experience

• Understanding of technologies such as compute, storage, network, and software as a service (SaaS).
• Solid understanding of Event, Incident, Problem, and Change Management processes in ITIL.
• Experience crafting and implementing new processes and improving existing ones.
• Project/Program Management experience.
• Product knowledge of the Adobe Experience Cloud services.
• Experience using MS Office products (Excel, Word, Outlook, PowerPoint).
• Strong collaboration skills working with local and remote teams.
• Ability to see the big picture and to create a clear, focused plan out of a world of noise.
• Foundational communication skills (verbal and written).
• Able to grasp sophisticated technical concepts and translate them into simple-to-understand language.
• Able to act in the implementation of new processes and the improvement of existing processes.
• Able to multitask in high-pressure situations and balance strength and diplomacy.
• Strong influencing and negotiating skills.

Qualifications: BS in Software Development with 8 years of Experience

• Infrastructure or Application support hands-on experience.
• Experience working in Crisis Management.
• Knowledge of IT Ecosystem and Operations Background with experience in IT for Capital Market and Corporate Banking, to the extent of knowing the Front office to back office application flow.
• Working knowledge of monitoring tools and scheduling jobs.
• Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ).
• Technologies and/or Applications background with the ability to grasp impact and interdependencies.
• Strong leadership abilities with the ability to do efficient multitasking.
• Clear verbal and written communication skills at multiple levels (English/French) in an international context, and should be able to follow the organization's process.
• Client-oriented with strong relationship management, with experience in IT Support and service Management.
• Reactivity and the ability to solve problems by using different methods.
• Ability to learn and adapt, and to be proactive.
• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.).
• Ability to work under pressure.

Qualifications: BS in Data Analytics with 10 years of Experience

• Experience working in industries such as law, IP protection, fraud, compliance, or related fields.
• Experience working cross-functionally with tech and non-tech teams.
• Familiarity with multiple analytic tools, databases, and techniques..
• Knowledge of multiple search engines and tools in conducting open-source searches.
• A proven track record of successfully delivering initiatives from conception through completion.
• Experience managing projects to meet schedules and milestones.
• Solid analysis and reporting skills.
• Strong written and verbal communication skills, with the ability to present technical details to a non-technical audience.
• Ability to clearly document and explain ITSM processes.
• Ability to facilitate recurring technical/non-technical meetings and working groups.
• Experience working with an IT service ticketing system, analyzing data.
• Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire.
• Working knowledge of the Service Management workflows and ITSM processes.

Qualifications: BA in Project Management with 7 years of Experience

• Experience in project management or operations, including root cause analysis, implementing process improvements, prioritization, and multitasking capabilities.
• Experience in one of the following: abuse operations, fraud/risk management and investigations, and/or internet user trust.
• Ability to work non-standard hours.
• Experience in building more effective and efficient incident management functions.
• Experience in Incident Management or in the Incident Response industry.
• Experience with regulatory compliance and audit readiness (e.g., GDPR, ISO 27001, SOC 2) to ensure processes meet legal and security standards.
• Proficiency in incident tracking and reporting using industry-standard tools (e.g., ServiceNow, Jira, PagerDuty).
• Experience in training, mentoring, or developing playbooks and knowledge bases to enhance team capability and incident response maturity.
• Ability to work successfully in cross-functional teams, including with stakeholders and executives.
• Ability to function well in high-pressure situations.
• Ability to lead stakeholders and drive consensus across experience levels.
• Excellent verbal and written communication skills.

Qualifications: BS in Computer Engineering with 8 years of Experience

• Previous experience performing a similar role within the Civil Service or comparable organisations.
• Strong background in developing, implementing, and adhering to ITIL v3/v4 service management processes and procedures.
• Proven ability to lead and manage incidents through to resolution, ensuring minimal impact to business operations.
• Excellent communication and interpersonal skills, with the ability to engage effectively and professionally with technical teams, suppliers, and customers.
• Strong leadership qualities with the ability to work both independently and collaboratively within a team.
• Highly developed analytical and problem-solving skills, with a strong sense of ownership and drive to deliver successful outcomes.
• Deep customer focus, ensuring service excellence in incident management.
• Demonstrable experience across the following SFIA skills framework areas: Knowledge Management (KNOW) - Level 2, Incident Management (USUP) - Level 4, IT Infrastructure (ITOP) - Level 3, Problem Management (PBMG) - Level 3, Service Level Management (SLMO) - Level 3, Customer Service Support (CSMG) - Level 3, Stakeholder Management (RLMT) - Level 3.
• Experience in business relationship management and building strong customer/supplier partnerships.
• Commercial and contractual awareness to support effective supplier management.
• Understanding of Lean, Agile, and DevOps principles, particularly in a product-centric delivery environment.
• Ability to contribute to business strategy and service planning initiatives.

Qualifications: BS in Cloud Computing with 11 years of Experience