Incident Management Support

Title: Incident Management Support

Duration: Long term

Location: Remote (EST)

Job Description

Support the Incident Management process for business impacting production incidents across all business portfolios. Provide incident communications to business and technology stakeholders to inform them of the incident, impact, and progress towards resolution. Support reporting activities related to production incident volumes and trending as well as other organizational efforts. The ideal candidate will possess a clear and persuasive communication style, a commitment to customer service and teamwork, an orientation toward innovation and creativity, and an ability to maintain attention to detail in a fast-paced and dynamic environment. Candidates who are invited to interview may be asked to provide a portfolio of relevant work samples; preference will be given to candidates with a strong portfolio.

Key Job Functions

• Create Management and Executive level communication related to technology incidents.
• Create Management and Executive level reports related to technology incidents.
• Create, review/proofread content and format communications appropriately for an audience of business senior management and stakeholders.
• Manage technology projects related to production incident volumes and AWS migrations.
  
  

Specialized Knowledge & Skills

• Exceptional and proven written and verbal communication
• Expertise in proper English grammar, spelling, punctuation
• Ability to interpret complex issues with technical verbiage and terms and communicate in easily understandable terms
• Highly dependable worker with flexibility to accommodate adhoc tasks and requests
• Ability to manage multiple tasks or projects at any given time
• Experience managing multiple projects
• Understanding of technology terms and concepts
• Excellent time management and prioritization skills and ability to work under very aggressive deadlines
• Expert proficiency in Microsoft products (excluding Access)
• Proficiency in ServiceNow, Tableau, Power BI and Business Objects reporting preferred
• Proficiency in JIRA and Confluence
• Ability to directly communicate with senior leadership while under pressure
• Ability to create and analyze processes for efficiency
  
  

Preferred Skills

• Financial industry experience
• Business understanding of mortgage industry terms (moved to preferred skills)
• Experience with Status Hub tool or any other Communication tool
• Experience in working in a Cloud Platform preferably AWS
• Technical writer experience
• Ability to capture and present operational metrics to Senior Management