Job Description

Incident Manager - Alter Domus India We are Alter Domus. Our name means \'The Other House\' and we\'re a world leading provider of integrated solutions for the alternative investment industry. We believe in being different. Here, you progress on merit, not who you know. You speak openly, whoever you\'re speaking to. And it\'s your freedom to decide which cutting-edge kind of finance professional you want to be. Join more than 4,100 fund administration, accounting, tax, loan administration and legal experts worldwide and take pride in being alternative. Alter Domus clients include the world\'s leading asset managers, lenders and asset owners. We\'re specialists who use the most innovative technologies to create unparalleled solutions for the private equity, real assets and debt capital markets sectors. This is where standout talent advances what\'s possible in fund administration, corporate services, depositary services, transfer pricing, domiciliation, management company services, loan administration, agency services, trade settlement and CLO manager services. JOB DESCRIPTION Working within the Service Operations team, the Incident Manager will primarily be responsible for the incident management process within the organization, including the major incident management process. He/she is also expected to manage other Service Management processes and adhere to Change, Request, problem, and Vendor Management processes. Assisting in driving Service Management best practices and ITIL process standardization is also a component of this position. Owning the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner and within contracted SLAs Review Incidents across all priorities to identify the root cause, detail accurate technical and business impact statements and corrective action measures and ensure timely communications to key stakeholders. Helping coordinate investigations and driving incidents to resolution/remediation Working with multiple support teams to ensure SLA compliance for all incidents Documenting all incident steps to establish root cause to aid in process improvements, identify deviations and enable the creation of a knowledge base Host and/or join wider areas Post Incident Review (PIR) meetings with key participants and accountable parties to ensure the correct focus is given to identifying the root cause and drive eradication actions Establishing regular incident reports are made available to all key stakeholders Performing incident trend analysis to identify potential problems Facilitating, leading, and establishing problem management Change . Facilitate and manage all changes (including ensuring that any requests for Changes made are sufficiently detailed and contain all necessary information) and ensure that all Changes are logged. . Chair and contribute to Change Advisory Board Meetings as required . Ensure information regarding changes is communicated to relevant stakeholders . Communicate any downtime because of a change . Ensuring the Change Management approach supports the successful deployment of releases into Production without issues . Ensuring effective governance and control on all Changes . Ensuring all Changes meet the necessary quality and content levels to minimize risk and ensure successful implementation . Organizing, scheduling, and running the regular Change Approval Board (CAB) as needed . Regular review of Change tickets, liaising with Change Owners and related SMEs . Coordinating Post Change reviews with the Change owners as necessary, feeding any follow up actions into the Problem Management / Root Cause Analysis (RCA) processes . Performing trend and performance analysis on Change Management, providing, and tracking recommended improvements . Providing oversight of expedited and emergency Changes, ensuring correct escalation path is followed . Ensuring regular Change schedule reports are made available to all key stakeholders, identifying Changes in New, Pending, Scheduled, and completed states Experience The ability to demonstrate a proven track record in the effective delivery of Incident Management Other Service Management areas experience is beneficial Strong time management skills coupled with good organization and planning skills. Experience working in an operations, engineering, security, change and incident management/response team Experience with application or infrastructure services in a multi supplier environment Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences Strong collaboration skills with an interest to develop a strong network ITIL4 or v3 Foundation qualified At Alter Domus we are committed to inclusion and feel strongly that inclusive teams drive brilliant performance. We are an equal opportunity employer and recognise all facets of diversity and strive to create a psychologically safe work place where all of our people can perform to their best\'

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