IHS Markit is looking for a Senior Incident Manager who will be responsible for daily incident management support. The candidate will be responsible for running incidents for the Production, Acceptance, Development or other environments of the IHS Markit infrastructures globally ensuring that service levels are maintained. They will be a focal point for reporting Operational and Security incidents. This role includes the facilitation of resolution for all major incidents, communications via bridge call, email, on-call responsibilities outside of business hours including weekends, daily reporting, ticket administration and general production assurance responsibilities.
The candidate will be self-motivated and responsible. The ability to prioritize under challenging workloads and operation under time constraint is crucial. They must follow established procedures and sufficiently document incidents and resolution steps.
Duties & accountabilities
The operational responsibilities will include:
Oversight and support of a team that assess escalations and make immediate decisions towards incident resolution.
Provide mentorship, coaching, and guidance to team members.
Foster a supportive and collaborative team environment for individual contributors.
Prioritization of all incidents based on impact and urgency
Identification and classification of incidents based on customer and operational impact
Responsible for the efficiency & effectiveness of Incident Management process within the Organization
Owning incident process for the incident management
Act as the point of contact for the business for the overall management of all incidents raised
Send communication updates of all incidents until incident resolution
Managing communications including internal stakeholders, business and leadership
Engaging resource to resolve the major incidents and thus avoid customer/business impact
Serves as an escalation point within the Incident Management process, engage next level of management support
Proactive co-ordination of incidents through to resolution and recovery
Initiate the Major Incident process when required
Apply the escalation process when required to ensure focus on high severity incidents
Using monitoring applications to identify incidents
Participate in rotational shift 24 x 7 x 365
Perform administrative tasks for Monitoring Centre Tools, contact, escalation and mailing lists and other documentation or systems
Skills & Experience
Bachelor's degree in Information Technology or a related discipline.
Minimum 8 years of related experience preferred; previous experience of working in shifts is mandatory.
Minimum of 2 years of team leadership or managerial experience.
Experience working in a framework of formal Incident Management processes and exposure to company-wide ticketing systems are essential.
Working knowledge of monitoring platforms and applications. Service Now, Monolith, Pager Duty is an advantage.
ITIL Certified to Foundation level preferred.
Familiar with basic troubleshooting in Linux, Windows, Network, including public/private cloud environments.
Experienced and proficient with troubleshooting techniques and problem solving in a 24x7x365.
Incident management experience with Financial Services is highly desired.
Incident management experience in Azure, AWS and VMC is highly desired.
Incident management experience working with DevOps teams is highly desired.
Ability to work under pressure and time constraints.
Stress resilience; ability to think constructively in a crisis.
Self-motivation with high degree of discipline.
Dynamic and flexible thought processes.
Strong orientation on results.
Must be an excellent communicator both written and verbally in English.
The ability to recognize recurring incidents and document for knowledge base purposes essential.
Strong inter-personal skills; team player.
You must love your work and enjoy working with others!
IHS Markit is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by the laws and regulations in any of our locations.
We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please contact or call +1 212 849 0399. Determination on requests for reasonable accommodation are considered on a case-by-case basis. This contact information (email and phone) is intended for application assistance and accommodation requests only. We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and follow-up.
IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test (where permitted by law). In addition, as a federal contractor in the United States, the company participates in the E-Verify Program to confirm eligibility to work.
For information please click on the following links:
IHS Markit Business Code of Conduct Right to Work EEO is the Law EEO is the Law Supplement Pay Transparency Statement Current Colleagues
If you are currently employed by IHS Markit, please apply internally via the Workday internal careers site.