Major Incident Manager, HSBC Technology & Services (USA) Inc., Buffalo, NY: Triage and prioritize major IT services incidents. Facilitate service recovery and business engagement. Issue Incident Reports and Major Incident Notifications. Contribute to Incident/Major Incident Reviews. Execute incident management practice. Participate in management escalation calls.
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Must be on-call 24x7 every 3rd week, plus some holidays. Telecommuting permitted up to 60%.
Full time employment, Monday - Friday, 40 hours per week. Pay Range: $120,000.00 to $130,000.00 per year.
MINIMUM REQUIREMENTS:Must have bachelor's degree or foreign equivalent in Information Technology, Computer Science, Computer Engineering, Electronic Engineering, or a related field, and 4 years of related work experience.
Must have 4 years of experience in each of the following:
- Triaging and managing major IT service incidents;
- Analyzing IT service incident root causes and solutions;
- Communicating major IT service incident status to business stakeholders;
- Creating reports using ServiceNow; and,
- Following Information Technology Infrastructure Library (ITIL) practices, framework and standards.
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