Our Global Technology Services Management
Financial Services
IncidentManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Incident Manager at Our Global Technology Services Management. Skills: Incident management, Service management, Communication, Coordination. Lead end-to-end management of MP3 incidents. Serve as primary communication lead during MP3 incidents”
What You'll Achieve.
Service-impacting incident resolution; Stakeholder alignment; Stakeholder confidence
Industry & Context.
Root cause analysis; Troubleshooting; Synthesize complex information
On-call rotations, Evenings, Weekends, Holidays
What They're Looking For.
Must Have
4+ years Incident Management experience, Experience supporting enterprise software, Coordinating incident response experience, Troubleshooting workloads in public cloud, Verbal and written communication skills, Ability to remain calm, Stakeholder management skills, Experience leading live incident calls, Solid understanding of ITSM concepts, Organizational skills, Time management skills, Prioritization skills, Ability to provide clear updates, Adaptability in communication style, Active listening skills, Ability to synthesize complex information, Confidence to lead discussions, Professional and composed demeanor
Nice to Have
ITIL v4 or v5 certification, Experience supporting 24/7 environments, Familiarity with incident management tools, Familiarity with monitoring tools, Experience leading executive readouts, Experience leading post-incident reviews
What You'll Do.
Lead end-to-end management of MP3 incidents
Serve as primary communication lead during MP3 incidents
Support Lead Incident Manager during P1/P2 incidents
Facilitate incident bridges
Ensure clear direction
Ensure effective collaboration
Translate technical issues
Maintain accurate incident timelines
Maintain decision logs
Maintain communication records
Partner with teams to improve processes
Partner with teams to improve communication
Coach teams on best practices
Guide teams on incident communication
Guide teams on escalation
Participate in scheduled shifts
Participate in on-call rotations
How You'll Work.
Team & Collaboration
Cross-functional teams; Business teams; Technical teams; Engineering teams; Operations teams
Communication Scope
Executive updates; Business partner updates; Technical team updates; Clear language; Structured updates; Business impact updates; Actions taken updates; Next steps updates; Adaptability in communication
Full Job Description
Join our Global Technology Services Management and Support Team! We are seeking an experienced Incident Manager who demonstrates clear, confident, and timely communication. In this role, you will lead the coordination, resolution, and continuous improvement of service-impacting IT incidents, acting as a calm and trusted presence during high-pressure situations. You will be responsible not only for driving technical recovery but also for ensuring that stakeholders at all levels remain informed, aligned, and confident throughout the incident lifecycle. We are committed to fostering an inclusive and supportive environment where diverse perspectives are valued and collaboration drives success. **Position Responsibilities:** * Lead end-to-end management of Managed Priority 3 (MP3) incidents, from identification through resolution and post-incident review * Serve as the primary communication lead during MP3 incidents, providing concise, accurate, and timely updates to executives, business partners, and technical teams * Support the Lead Incident Manager during Priority 1 (P1) and Priority 2 (P2) incidents * Facilitate incident bridges, ensuring clear direction and effective collaboration across teams * Translate complex technical issues into clear, accessible language for non-technical audiences * Maintain accurate incident timelines, decision logs, and communication records * Partner with engineering, operations, and business teams to improve incident response processes and communication practices * Coach and guide teams on best practices for incident communication and escalation * Participate in scheduled shifts and on-call rotations, including evenings, weekends, and holidays, to support continuous incident response and operational stability **Required Qualifications:** * 4+ years of experience in Incident Management, IT Operations, Site Reliability Engineering (SRE), or a related field * Experience supporting enterprise software applications in production environments
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