Incident Manager - Director (Hybrid)

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 stellar 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.

Work Modes- We are made up of high performing teams that meet in person to learn and collaborate as needed. This role is considered hybrid, which means you’ll be assigned to a Broadridge office and given the flexibility to work remote as well as required to be in the office.

Responsibilities

• Drive incidents to resolution and ensure accurate and timely customer and executive level communications

• Ensure 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 accordingly

• Ensure that incident management processes are followed and that incident postmortems are completed to gather process deviations and areas for improvements

• Drive the Broadridge Major Incident Management Process for critical customer situations

• Coordinate with peer managers worldwide on resources, issues, and schedules

• Assemble, work with, and lead cross-organizational teams

• Support accurate and consistent maintenance of technical and management escalation processes

• Create and maintain recovery playbooks for commonly occurring customer patterns and issues

• Primary lead for Technical

• Support during customer outages

• Ownership and execution of the active critical incident management process, including:

• Event analysis, applying the ITIL framework for severity and impact

• Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with partners

• Manage customer and internal communications at an executive level

• Timeline documentation and review

• Manage event communications:

• Establish and manage bridge calls with engineers and customers on single customer outage

• Attend and drive multi-customer outage bridges

• Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call

• Post event program management

• Conduct post-event analysis, using the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences

• Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team

• Perform other duties and projects as assigned

• must able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. This is a weekend, Fri-Mon role

Qualifications:

• 5+ years-experience running and operating enterprise scale Global Major Incident Management.

• An experienced Major Incident Manager with hands on experience in a Product/Data center-based organization with breadth of knowledge with infrastructure layers that make up production platforms.

• Strong practical ITIL/ITSM skill set with operational background.

• Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization.

• Have excellent problem-solving skills to help with investigation and resolution of major incidents and root cause.

• Demonstrated experience of managing 3rd parties & vendors within a Service Delivery of Infrastructure remit.

• The Incident Manager must able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. This is a weekend, Fri-Mon role

Compensation Range: The salary range for this position is between $150,000-$165,000.  Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.

Bonus Eligibility: Bonus Eligible

Benefits Information: Please visit