Incident Manager/Service Recovery Manager BA 4Whippany, NJ
The Incident Manager / Service Recovery Manager performs ITIL aligned Incident Management for the Bank and will provide Service Recovery functions to Run The Bank (RTB) and Technical Support teams with the goal of preventing or mitigating service impact to our Customers, Clients and Colleagues.
The role is responsible for the oversight and control of all Incidents and the provision of a full end-to-end Incident Service Offering. This includes management of MIH channels and conference calls, facilitating service recovery, gathering required support teams, handling escalations, issuing communications and preparing executive communications. Following service restoration, the Incident Management function switches to its proactive element with a goal of identifying and capturing preventative actions via a full understanding of resolution and root cause. In addition, the position is responsible for the building and maintaining of stakeholder relationships with all key incident management partners from across the organization such as Run The Bank leads, Business Incident Managers (BIMs), Technology Offices, Application Support functions and Global Technology Infrastructure Services teams.
What will you be doing?You will be the focal point for all Incident escalations, through management of Hotlines, Notify Chat Channels, Team Mailbox and in-person escalations.You will ensure the Incident Owner has a clear plan to resolve the incident and provide support as appropriate. You will be accountable for oversight and management of Sev 3 Non-PMI MIH.You will ensure escalations are dealt with via the MIH process and ensure that an accountable owner is assigned to progress via Standard Incident Management.You will act as custodians of service (Gatekeeper function), taking ownership of un-owned issues, thus maximizing potential to prevent MIH escalation.You will handle Incident handling (focusing on communication and escalation to support areas), including GTIS Infrastructure and BUK/BI Cards & Payments/BI RTB Teams and Problem Management liaison.
What were looking for:1 year experience with Operation systems and Software Applications used within IT and dependent components.1 year experience in Incident, Problem and Change management1 years Customer service and liaison skills between command and control operations working in multiple technical / business support areas and customers
Skills that will help you in the role:Technical knowledge and experience of business applications and systems.Good working knowledge of key tools; e.g. ServiceFirst, Rapide, XMatters, MS Sharepoint etc.Excellent interpersonal skills; ability to write ad-hoc and formal reportsUnderstanding of the ITIL Incident, problem and change management functions and a history of exposure to business and support areas.Confident with the ability to remain calm, controlled and focused in pressure situations
Where will you be working?At Barclays, we are proud to be redefining the future of finance and here at Whippany we are defining the future of the workplace and the future of the way we work and live. We are creating a unique community, one of four strategic tech-enabled hubs that will redefine opportunity for everyone who works here. Whatever you do at Whippany, youll have every chance to build a world-class career in this world-class environment.
Interested and want to know more about Barclays? Visithome.barclays/who-we-are/for more details.
Our ValuesEverything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.
Our DiversityWe aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
Our BenefitsOur customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility, then please discuss this with us.
Title: Service Recovery Manager
Location: New Jersey-Whippany
Requisition ID: *90243792