What you'll be doing:
- Lead mission-critical service restoration efforts during major incident bridges.
- Drive post-mortem reviews and root cause analysis for major incidents.
- Manage post-onboarding engagements to transition client projects into Day 2 support.
- Craft and deliver formal incident communications and RCA reports.
- Review and approve changes in Change Advisory Board meetings.
- Assess and authorize urgent/emergent changes, provide escalation support, and act as Manager On Duty (MOD).
- Participate in on-call major incident response on a rotational basis.
- Support operational engagement for high-touch clients.
- Mentor peers through guidance, knowledge sharing, and best practices.
What skills and experience you will bring:
- Strong critical thinking and ability to make decisions under pressure.
- Expertise in explaining and presenting complex or abstract concepts clearly.
- Leadership qualities rooted in integrity, ownership, empathy, and accountability.
- Passion for incident resolution and problem remediation.
- Exceptional verbal and written communication skills.
- 4+ years of experience as an Incident and/or Problem Manager in technology or finance.
- 4+ years of technology support experience.
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