Subject Matter Expert (Support&Ops)

Job Summary

• Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.

• Ability to maintain a professional demeanor and attitude while being assertive.

• Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership.

• Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge information, if the response does not fit the situation.

• Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment.

• Strong interpersonal & relationship skills, ability to learn and develop quickly.

• Excellent presentation and communication skills

Key Responsibilities

• Support MIM function in 24x7x365 environment in rotational shifts with MIM team, whose primary function is to drive all critical incidents globally until resolved.

• Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities.

• Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.

• Audit the incidents and other processes as required and share periodic reports.

• Proactively identify opportunities for service improvements; to address and eradicate unacceptable levels of service.

• Manage RCA for the P1s using Problem Management process and Review Changes for approval (Emergency, Expedited and Normal Changes).

• Other duties as required.

• Experience running Incidents in an enterprise environment.

• Deep and wide understanding of application, businesses and operations and/or technology architecture and platforms.

• Extensive experience in managing major incidents and communication with leadership.

• Experience of working in a process-driven environment.

• Experience of interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments.

• Experience with IT process related industry best practice frameworks and Standards.

• In-depth understanding of general technology infrastructure concepts.

Skill Requirements

• Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.

• Ability to maintain a professional demeanor and attitude while being assertive.

• Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership.

• Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge information, if the response does not fit the situation.

• Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment.

• Strong interpersonal & relationship skills, ability to learn and develop quickly.

• Excellent presentation and communication skills

Other Requirements

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