Description
Summary
The Major Incident Commander oversees and manages major incidents within Stifel's IT Infrastructure and Services. They will initialize and lead communication channels, coordinate stakeholders, and ensure timely resolution of incidents. They will also be responsible for incident-related reporting and using incident metrics as a guide for improving the Incident and Problem Management practices.
Essential Duties & Responsibilities
- Leads major incident response activities.
- Responsible for the effective management of high-priority incidents.
- Manages the incident post-mortem process and works with vendors for RCA.
- Identifies and manages problems from the incident queue.
- Develops and provides necessary training to support teams and businesses.
- Develops metrics, recognizes trends, and recommends improvements.
- Efficient stakeholder communication and coordination.
- Participates in vendor service review meetings.
- Other responsibilities as assigned.
Qualifications
- Excellent written and verbal communication skills.
- Strong understanding of Incident and Problem Management practices.
- Ability to influence a diverse audience toward a positive outcome.
- Ability to organize and prioritize under stressful situations.
- Ability to deal with ambiguity and make timely decisions based on known facts.
- Ability to effectively communicate technical issues, risks, and impact to non-technical and executive audiences.
- Good Understanding of IT infrastructure and services.
- Strong documentation skills and process mindset.
- Experience administering time-critical business services.
- Experience working with an ITSM platform managing tickets and queues.
- Ability to develop and deliver training.
- Data analysis and report development experience.
- Proven ability to identify gaps and provide improvement solutions.
Education & Experience
- Bachelor's or Associate's degree with equivalent work experience.
- 1+ years of Incident Command or Problem Management experience and 2+ years of IT Operations experience.
- Financial Industry experience is preferred.
License & Credentials
- ITIL Certification is required
- Other IT-related certifications or training is preferred.
About Stifel
Stifel is a more than 130 years old and still thinking like a start-up. We are a global wealth management and investment banking firm serious about innovation and fresh ideas. Built on a simple premise of safeguarding our clients' money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.
While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations. Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more. Let's talk about how you can find your place here at Stifel, where success meets success.
At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.
Stifel is an Equal Opportunity Employer.
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