Major Incident Manager

Description

As a Freedom Mortgage Major Incident Manager, you will report to the VP of Technology Operations.  On the Freedom Mortgage Major Incident Management team, we manage the coordination and communication for all service-impacting outages to ensure they have a minimal impact on all downstream users and are resolved as quickly as possible. To do this, we structure and lead investigations in partnership with technical teams across the company – from developers to customer support.  We are the central point for all our partners, and we ensure that accurate and timely information is communicated to all parties during significant outages. Our team is critical to providing the best possible service for our clients, and we take pride in the impact we have on the company's continued success. We're also responsible for Problem Management activities and help pursue root cause analysis and remediation actions to make sure our incidents don't happen again in the future.

Essential Job Functions:

• Facilitate the resolution by effective communication across multiple teams.
• Quickly assess the severity of an outage and be able to report business impact and technical complexity.
• Notify, escalate and communicate to senior management the existence and status of outages, as necessary.
• Help coordinate the investigations and drive the incidents to resolution/remediation.

Job Requirements:

• Experience with incident management for application or infrastructure services
• Excellent written and verbal communication skills with the ability to effectively tailor communication of technical issues to various audiences
• Strong collaboration skills and an interest in developing a strong network
• Ability and aptitude to pick up new technologies or procedures
• Good organization skills and excel at multitasking with the ability to 'pick up the pace' during major outages

• Innovation and drive – someone who is happy to challenge the status quo and collaborate on processes within the team
• A self-starter who is assertive but diplomatic with the ability to prioritize workload and to perform in a high-pressure environment
• Basic understanding of industry standard technologies and infrastructure such as: networking, cloud storage, middleware, databases and virtual infrastructure
• ITIL Service Support knowledge
• Familiarity with, or knowledge of common service management tools

Experience:

• 5 plus years of experience in Service Delivery, Problem Management or Incident Management.
• Financial services experience