IQEQ Looking for IT Major Incident Management Lead at Hyderabad, Telangana Full Time

Company Description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

Job Description

Responsibilities

As a result of continued growth, we have a fantastic opportunity for an experienced IT Major Incident Lead to join our global team.

This is an exciting opportunity for an action oriented individual contributor to create a new process to help optimise other processes including Incident and Problem management.

IT Major Incident Lead is a key role within the IT Service Excellence team enabling the IQ-EQ Global Technology functions to respond to global major incidents in a timely manner and orchestrate and coordinate the response to ensure all relevant vendors, product owners, SME’s, and engineers are engaged to restore service as efficiently and effectively as possible.

As part of a new Target Operating Model that is embedding IT Service Excellence this role requires a high level of proactivity across all dimensions of responsibility. You will possess excellent communication and engagement capabilities as well as a robust personality to deal with complex situation as and when they arise.

Maintaining strong partnerships across IT including vendor partnerships and the business are absolutely essential to provide the business with confidence that incidents are owned and driven through to successful resolution or outcome.

You’ll be a leader and expert, recognised as a subject matter expert in all aspects relating to Major Incident Management, ensuring that the implemented process is followed to guarantee the successful resolution and post incident review outcomes.

You’ll partner with Regional Technology, Service Excellence, Enterprise Technology, Information Security, IT Risk & Compliance, IT Applications, and IT Architecture teams to define and implement incident management policies and procedures to support the health and effectiveness of the technology estate.

Tasks (what does the role do on a day-to-day basis)

Point of contact for critical issues across Global Technology; responsible for operational coordination, leading and responding to

Major Incidents during the shift, ensuring ownership, quality process adherence and MTTR Focused response

Be available “On Call” post-shift timings to respond to Major Incidents in Critical Business services as identified by the business.

Lead PIRs and drive improvement backlogs

Lead high-priority major incident service restoration and provide operational leadership to Global Service Desk team leads on shift

Engage with vendors, Product owners, and Global Technology Infrastructure engineers to identify appropriate paths to limit/ mitigate risks and business impactand further restore service as quickly as possible

Escalate and engage as appropriate to ensure focused and fast-paced service restoration.

Maintaining a detailed central log of investigation and actions.

Clearly communicate progress in the appropriate format and business-aligned, non-technical language

Work alongside Global Technology Infrastructure engineers to develop and lead the improvement backlogs and makes proactive fixes leading to a reduction in overall incidents

Lead the deployment of an incident management tool for the effective orchestration of the incident management process

Provide operational leadership to the Global Service Desk Team leads and act as a delegate to Head of Service Delivery as and when the need arises

Assist in developing the learning and development for Global Service Desk Team leads to uplift MIM capability in the Global Service Desk

Qualifications

Key behaviours we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

Action oriented

Collaborates

Communicates effectively

Interpersonal savvy

Builds networks

Balances stakeholders

Tech savvy

Intellectual Curiosity

Optimises work processes

Required Experience

Education / professional qualifications

Example i.e. Graduate degree, preferably in IT related disciplines

Professional certifications such as PMP, ITIL or equivalent

ITIL Foundation qualification essential

Background & Technical experience

Proven record of Major Incident Management experience and leading service restoration in a similar role in a fast-paced large global organisation

Ability to coordinate a shift to be focused, organised and responsive to delivery

Relevant experience in deploying incident management tools for seamless orchestration of the process

Lean thinking / process improvement mindset

People management and leadership skills

Strong technical leadership and engagement skills to lead and drive junior and senior technical stakeholders to a focussed restoration

Proven abilities to communicate with key stakeholders across the business and IT, including board-level stakeholders

Strong problem-solving, analytical, and time-management skills

Understanding of enterprise infrastructure including servers, networks, storage, databases etc

Understanding of Data Protection and Information Security principles

Broad knowledge of industry-standard enterprise applications services

Broad understanding of change and problem management for establishing handshakes between processes

Company, product and market knowledge

Experience of working in a complex, multi-country professional services, financial services or BPO organisation with complex processing requirements

Multi-country experience and demonstrates an ability to work in a multi-cultural, talented, and demanding team environment.

Possess the skills and the personality to operate effectively in a very fast-paced complex global business with an in-depth knowledge of program management

Excellent communication skills in both written and oral form, with staff members, customers, suppliers, and the management team with the ability to make decisions, act and get results

Passion, dynamism, and drive

Personal presence, integrity, and credibility

Ability to solve problems either independently or by utilising other members of the team where necessary

Languages

Fully proficient spoken and written English, additional European languages will be an asset

Additional Information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.