Senior Incident Manager

Join TriumphX!

TriumphX, a member of the Triumph Financial portfolio of brands, provides a concentration of technology and project management resources the members of the Triumph Financial portfolio of brands – TriumphPay, Triumph and TBK Bank – via a shared service model. We’re looking for top tech and project management talent to analyze, recommend and build strategic solutions that support Triumph Financial’s mission to become a world-class, market-leading financial and technology company.

Let's start with the day-to-day of this job:

The Senior Incident Manager will support and lead the response to major incidents as well as proactive/reactive problems. Using ITIL processes to expedite resolutions to incidents and problems to minimize business, financial, reputational, and legal/regulatory risks, the Senior Incident Manager is expected to use their knowledge of both incident & problem management processes to mitigate impact and reduce the time to restore business services.

In this position, you will be responsible for all this:

• Drive the means to resolve incidents and restore business services as rapidly as possible.

• Support major incident bridge by driving resolver teams to incident resolution within the SLAs.

• Continually assess business impact and articulate/communicate across multiple groups including executive management

• Support post-incident event activities (reactive problem management) to identify/assign action items to prevent future occurrences by leveraging best practices of ITIL problem management.

• Execute strategies to identify and address potential problems before they impact customers (proactive problem management).

• Conduct training and knowledge sharing sessions across various teams and new hires to help adapt to standardized processes.

• Continuous improvement and evolution of service management processes and procedures to maintain high quality and "industry-best" customer service.

• Collaborate closely with other service management functions (change management, service desk, etc.) and assist as necessary in the spirit of one-team.

• Provide on-call support during non-business hours (team provides 24x7 support for incidents).

Support key activities of incident and problem management processes, including:

• Event analysis, documentation and leveraging established processes to assign priority to incidents.

• Engage key resources including vendors as necessary (technical, product and executive management personnel).

• Prompt communication to all affected parties, including executive management.

• Accurately track incident and problem records in ticketing systems.

• Documentation of incident timeline and remediation actions.

• Lead post incident review meetings (Root Cause Analysis phase).

• Record, assign and track corrective actions through closure.

You've got to have some or all of this:

• Bachelor's degree in information technology, engineering, or a related field.

• 5+ years of experience in Major Incident/Problem management.

• ITIL Foundations Version 4 Certification preferred.

• Experience with IT Service Management platforms (ServiceNow, Freshservice, Atlassian Jira Service Management, etc.)

• Knowledge/experience with a wide range of enterprise technologies, including but not limited to, cloud technologies (Azure/AWS), distributed services (server and database), network, storage, web architecture, is a plus.

• Experience working with engineering, product, and business teams.

These things are required for the job:

• Excellent written and verbal communication skills with ability to explain/articulate technical and business concepts clearly and effectively.

• Developed analytical and problem solving skills.

• Ability to facilitate conversations confidently and clearly on conference calls, in meetings, via collaboration tools, via email, and at all levels of the organization is essential.

• Well-developed interpersonal skills with ability to foster a positive working environment.

• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.

• Ability to maintain calmness during stressful situations.

• Solid organizational skills with the ability to manage multiple tasks simultaneously.

• Client focus and ownership, use of own initiative