INCIDENT MANAGER – 360 Treasury Systems

Frankfurt am Main

Your responsibilities
As an Incident Manager you are part of the Trading Services Unit, responsible for taking ownership of all Incidents with the goal to restore normal service operation as quickly as possible to minimize the impact to business and will directly report to Unit Lead – Trading Services. Incident, in our definition include any service of our 360T platform that is either not available or not working as defined or a (potential) security breach with the focus of Production and Test Environments.

• Build / Develop the framework for Incident Management that includes managing problem knowledge base, workaround and approach to resolve the incidents to a closure
• Develop and execute a High Reliability Organization according to 360T requirements
• Develop & execute a Problem Management (for reoccurring incidents)
• Develop & execute a Workaround management (temporarily solutions until incident fixing is finished/deployed)
• Owner of all open incidents and drive the internal and external communication
• Keep stakeholders updated about the latest status of unsolved incidents at anytime
• Track progress in incident fixing
• Monitor and detect Incidents
• Create documentation: Incident logs, Root cause analysis (RCA), fixing actions, Lessons learnt
• Develop and execute a rule-based communication model
• Incident escalation in a timely manner
• Evaluate Client complaints
• Create Incident Statistics & Reporting
• Develop and execute a SLA model
• Evaluate and Analyze risk on Single Point of Failures within the platform and come up with mitigation plans
• Utilize the synergy in Trading Services unit and complement your skills to the rest of the units
• Knowledge Management:
  • Formal documents to be prepared to a professional standard. Complex or difficult concepts, e.g. IT specs, to be explained in clear, succinct and effective terms.
  • Knowledge and insights to be proactively shared with colleagues.
  • Work on updating knowledge through continuous professional development.
• Manage relationships with development, support, project management and business stakeholders

Your profile

• Good experience and understanding of fundamental IT concepts (Java, TCP/IP, Linux/Unix, Windows, web technology, log file analysis, performance / connectivity trouble-shooting)
• ITIL or comparable certification
• Working experience in client services and incident management
• Excellent sense of customer service (detail- and service-oriented)
• Good organizational skills, ability to work under pressure and to meet tight deadlines
• Ability to communicate technical/product information to a non-technical audience
• Self-motivated with a proactive and consistently high output work ethic
• Excellent verbal and written communication skills English (mandatory) and German (optional)
• Good academic background, degree (minimum Bachelors, in a Computing based discipline, other degree subjects will be considered depending on experience)