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.Broadridge is growing! We are seeking an Incident Manager to join our team. We are looking for someone to be the key driver for managing the resolution of technical problems with serious consequences to Broadridge or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the GCIS Infrastructure team, the Incident Manager is both technically competent and business oriented. The Incident Manager must able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed.ResponsibilitiesDrive incidents to resolution and ensure accurate and timely customer and executive level communicationsEnsure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordinglyEnsure that incident management processes are followed and that incident postmortems are completed to gather process deviations and areas for improvementsDrive the Broadridge Major Incident Management Process for critical customer situationsCoordinate with peer managers worldwide on resources, issues, and schedulesAssemble, work with, and lead cross-organizational teamsSupport accurate and consistent maintenance of technical and management escalation processesCreate and maintain recovery playbooks for commonly occurring customer patterns and issuesPrimary lead for TechnicalSupport during customer outagesOwnership and execution of the active critical incident management process, including:Event analysis, applying the ITIL framework for severity and impactFacilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with partnersManage customer and internal communications at an executive levelTimeline documentation and reviewManage event communications:Establish and manage bridge calls with engineers and customers on single customer outageAttend and drive multi-customer outage bridgesCrafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference callPost event program managementConduct post-event analysis, using the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrencesIncident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management teamPerform other duties and projects as assignedQualificationsMinimum of 5 years’ experience in critical/crisis situation management for technical customer escalationsBachelor’s degree in business, computer science, engineering or related field or equivalent experienceSuperb communication skills (both verbal and written)The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is criticalStrong organizational skills with the ability to handle multiple tasks simultaneouslyCustomer focus and ownership, use of own initiative and a proactive approach to workExtensive experience supporting and leading technical environments; demonstrated leadership skills under fast-paced, highly dynamic situationsMust be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level managementCrisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired stateAbility to maintain calm during stressful situationsA great teammate who is influential and builds good working relationships across all functions.Excellent project management skills, including demonstrated ability to lead projects across teams where influencing skills are requiredBasic Knowledge of all financial industriesKnowledge in ITSM, Pager duty and XMatters is a plusRecruitment ProcessThroughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.Background Check ProcessBroadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:Employment verificationEducation verificationCredit inquiryCanadian criminal record checkWorkplace FlexibilityWe are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.Accessibility & AccommodationBroadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.#LI-Hybrid #LI-RB1We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.
