Director, ITSM Major Incident Manager, Engineering

Job Description:

Director, ITSM Major Incident Managers, Engineering

Location - Dublin or Galway

The Role

The Enterprise Infrastructure (EI) Operations team is seeking a highly motivated individual to assist driving the ITSM Major Incident Engineering team at Fidelity. This role will be responsible for end-to-end management of all major IT incidents and requires a deep understanding of ITSM principles and practices, as well as extensive experience managing major incidents to ensure timely and efficient service restoration.

The Director of ITSM and Major Incident Management is a critical role that requires a strategic thinker, collaborative leader, and expert in ITSM and major incident management. This role will involve people incident management, release engineering, infrastructure, and systems management, including system administration and security support. The successful candidate will have a track record of driving ITSM initiatives, managing major incidents, and being a part of a team of IT engineering professionals to deliver high-quality IT services.

We encourage you to apply if you are passionate about ITSM, have a strong leadership background, and are looking for a challenging and rewarding opportunity. Experience in large-scale Business/Technology Operations, Service Management/Continual Service Improvement, or Business/App Support would be an asset. Additionally, high levels of skill and confidence are imperative while conducting reviews with business and technical domain experts. This involves taking the lead and directing all Incident Service Management-related efforts.

In this role, your responsibilities include:

• Be responsible for driving, facilitating, and chairing all investigation activities, meetings, and incident management processes. Be accountable for resolving the outage via a workaround or permanent fix.
• Prioritize incidents according to their urgency and influence on the business.
• Form collaborative problem management action plans with specific activities, roles, and deadlines and ensure these are completed.
• Leverage development and operations skills, including cloud (SaaS, PaaS, IaaS), application development coding, infrastructure management, system administration, and DevOps practices.
• Vendor management and engagement with Cloud and Security SaaS providers, i.e., AWS, Microsoft, etc. - Act as a relationship manager in representing Fidelity to outside vendors and ensuring all service requirements are delivered.
• Matrix management of people, processes, and resources, including third parties, and resolving conflicts to move forward to resolution.
• Responsible for developing and delivering tailored communications following Fidelity's process guidelines. Publish clear and concise communications that provide subscribers with relevant information, including business impact and mitigation status. Understand the activities on major incident triage bridges and translate them into meaningful executive updates.
• Train and coach others to become capable of crafting world-class ITSM processes.

The Expertise and Skills You Bring

• Bachelor's degree in Computer Science, Information Systems, or related field; Master's degree preferred.
• 10+ years of experience in ITSM and incident management or a similar operational role with a technical aptitude.
• Extensive knowledge of ITSM principles and best practices, including ITIL, and ISO/IEC 20000 practices, to support day-to-day operations.
• Proven track record of leveraging ITSM strategies and processes that improve service delivery and customer satisfaction.
• Experience managing major incidents in a complex, high-pressure environment.
• Strong technical leadership and people management skills, with the ability to motivate and develop a team of highly skilled IT professionals.
• Excellent communication and interpersonal skills, with the ability to effectively interact and influence at all levels.
• Demonstrate ability to form trusted working relationships with business unit stakeholders through collaboration and enhanced effective communications.
• Global business experience across all time zones

The Team

This position sits within the Enterprise Infrastructure (EI) Operations organization and will be responsible for providing operational support within the Fidelity Service Center. Our team supports internal customers spread across a variety of business units as well as external customers utilizing Fidelity’s services and products.

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. Fidelity established an Ireland presence in 1996 and we currently employ 1000 staff across IT and shared services, with offices in Dublin (City West) and Galway (Parkmore East).

For information about working at Fidelity, visit www.fidelityinvestments.ie.

Fidelity Investments is an equal opportunity employer

Category:

Information Technology