Role Description
The Incident Management team at FNZ play a crucial role in owning the technical Incident Management process that is used to recover services during a Major Incident (Severity 1 or Severity 2 incidents) to manage interruptions or unplanned outage to business and client critical systems, platforms and processes.
The Senior Incident Manager will lead Incident and Problem Management tickets in their region and directly manage an Incident Manager on a day-to-day basis supporting on any escalations and ensuring the global Incident Management process is effectively implemented and followed on a day-to-day basis.
The Senior Incident Manager will work collaboratively with technical and non-technical teams to successfully recover services and ensure effective communication is issued to internal and external stakeholders during incidents.
The Senior Incident Manager will also lead discussions during Post Incident reviews working closely alongside other teams in FNZ to identify lessons learned and opportunities of improvement and to ensure these are progressed by the right teams adhering to FNZ processes.
The Senior Incident Manager will also be responsible for the production and delivery of MI relevant to the role and be an active participant in IT audits.
The role is a great opportunity to directly contribute to an evolving process providing input to continuously improve the Incident Management process.
Organisational Design
The Senior Incident Manager reports to the Head of Incident Management.
Role Responsibilities
Ensure the Incident Management process is followed by all teams during a Major incidents
Manage a direct report within the region providing support, guidance and acting as an escalation point
Responsible for all Major incident and Problem tickets within the region
As a Senior Incident Manager, use knowledge and experience to assess and analyse a situation and apply judgement to the best course of action to invoke the incident process and to minimise impact and effectively resolve the incident
Lead technical and non-technical discussions managing the progress of actions throughout the lifecycle of the incident
Ensure incident details and a clear and realistic action plan are documented and circulated throughout the incident
Ensure consistent and timely internal and external stakeholder communication to a wide-ranging audience including executive communication
Work collaboratively with internal teams to ensure internal processes such as Risk, Compliance and Audit are adhered to and ensure any regulatory reporting is completed during the incident
Engage with delivery teams to ensure a smooth integration of change
Work closely with Service Delivery teams to ensure clear, concise communication during an incident
Ensure post incident reviews occur for every Major incident and actions are tracked and closed timely with appropriate escalation as needed
Lead key workstreams or projects as required to continuously improve the incident management process
Producing and maintaining documents that outline incident management protocols
Working with other Senior incident managers to ensure a seamless transition of incidents
Maintain incident management logs for the purposes of reporting
Production of MI to help manage service and identify risks and improvements
Performance Assessment
KPI reporting – issue management performance against KPIs
Performance – performance metrics during core and non-core hours
Reliability – test results and performance during real failure events
Experience required
Minimum 5 years relevant Incident Management experience
Experience of management of direct reports
Ability to learn quickly in a dynamic fast-paced industry
Enjoy working as part of a high-performance team
Passionate about creating innovative solutions for customers.
Highly logical.
Highly self-motivated and directed
Confident, independent, able to take initiative and with a delivery focused working style.
Superior analytical thinking and keen attention to detail.
Proven problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Excellent organisational, administration and time management skills.
Good team communication skills, confident in dealing with internal and external clients.
Highly developed written and oral communication skills.
Interest / familiarity with financial markets and products.
About FNZ
FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.
We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.
We partner with the world’s leading financial institutions, with over US$2.2 trillion in assets on platform (AoP).
Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.