Job Description

At Broadridge, we\'ve built a culture where the highest goal is to empower others to accomplish more. If you\'re passionate about developing your career, while helping others along the way, come join the Broadridge team. The Broadridge Enterprise Incident Management is a global team and plays a mission critical role in Incident Management, Problem Management and Change Management in a demanding 24/7 environment. The Incident Manager role will provide opportunities for learning new technologies, making new contacts throughout IT in Europe, Asia and the Americas and will influence and drive the way the Broadridge Enterprise IT Organization operates around Incident and Problem management. Responsibilities: . Management of Major and Severe impacting incidents primarily involving large scale infrastructure, issues or high risk data / application issues. This includes but is not limited to: Time sensitive communication to the business partners and others when SLA/Customer impact is identified. Running both technical conference bridges and business update calls. Collating technical and business impact. Driving decision making for incident resolution with the goal of minimizing impact to the business. Escalation to Senior IT Management. Providing incident updates to stakeholders. (Service announcements) . Capturing incident follow ups and assisting in compiling Post Mortems. Identifying stability trends and escalating them through the Problem Management process. (BR Critical alert analysis and other KPI\'s as defined) . Coordinating decision-making and communication of critical, emergency break fix work by chairing conference calls and publishing formal communication. This includes working with business unit aligned IT teams to coordinate critical business events. ( i.e. emergency changes). Capturing critical follow up items and identifies preventative measures/procedural changes required for the continuation of the problem management process, and ensuring these get captured as tasks within problem management. Work with all IT teams in an effort to improve the overall stability of the production environment (inc. process and product improvements both inside and outside of the GCIS ). Advising and consulting with other IT teams/Business partners on processes relating to Incident Management, Problem Management and Change Management. Producing metrics for daily, weekly, and monthly circulation with focus on kpi\'s , trending, and analysis for IT groups and Management. The Incident Manager will chair daily \'Ready for Business\' calls with senior IT Management and other stakeholders. Assist in driving educational, training, and communication enhancements for incident management staff and others related to the incident and problem management process. Conducting training sessions on process and procedural adoption, levera g ing best practices and tools where necessary. Maintain audit documentation related to SAS/SOX controls involving incident management. Skills Required: Excellent communication skills (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential. Strong organizational skills and the ability to manage multiple tasks simultaneously. Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution. An understanding of technology used in Investment Banking ( i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe). Client focus and ownership - use of own initiative and a proactive approach to work. 3 + years of work experience in incident/problem Management Education Desired: Bachelors degree or higher.

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