Global Incident Manager

Discover the Role

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

Key Responsibilities

• Ensure that right technical and business stakeholders are involved in the bridge or war room call to facilitate swift recovery and resolution of incident.
• Facilitate timely and quality updates/ incident communication is delivered to Technology Operations and business stakeholders.
• Schedules follow up MI and Problem review meetings for technical restoration and business updates.
• Establish and follow functional or hierarchal escalation process as appropriate for swift recovery of incident.
• Perform a smooth and warm handover to other Incident manager and problem manager for any ongoing Major incident.
• Ensures Major Incident restoration/resolution within the service level agreement.
• Makes sure that the teams (Supplier/Vendors, Application support, ROCs, 3rd party, etc.) have the right staff involved.
• Initiate and manage related problem management process, create problem ticket for Major incident and own the Root cause analysis (RCA).
• Follow escalation process in case any deviation to RCA delivery or non-compliance of agreed process and procedure.
• Responsible for monitoring and reporting on performance metrics and SLAs.
• Act as the key contact point for any incident related topic in Service Operations and actively contribute and support in incident related matters.
• Own and execute all Problem Management KPIs like No of problem records, RCA submission within service levels, number of open Problem Records, Quality of RCA, tracking the actions items and driving those actions with technical teams for closure etc.
• Acting as a point of escalation for day-to-day Problem and escalating them to the Owner Groups as required to bring the resolution back on track.
• Ensuring reduction in Incidents by effective Problem Management.

Key Requirements

• 9+ years’ experience in the Professional Services, Financial Services and/or BPO industries.
• Extensive experience managing complex IT services on a regional or global basis
• Extensive experience growing and managing client relationships.
• Experience working in a global matrix environment, with geographically dispersed support resources.
• Demonstrated results based on signed off Service Level Agreement (SLA) metrics.
• Prior Operational experience – ITIL certified.
• Experience in working for a complex, multi-country professional services, financial services or BPO organisation with complex processing requirements.
• Passion, dynamism, and drive.
• Understanding how to balance business and technological requirements.
• Have multi-country experience and demonstrates an ability to work in a multi-cultural, talented, and demanding team environment.
• Have strong emotional intelligence and onboard himself/herself into the business successfully by quickly gaining the respect of all employees.
• Ability to understand and interpret different (complex and changing) business areas and related requirements.
• Strong internal and external customer orientation.
• Possess the skills and personality to operate effectively in a very fast-paced complex global business with an in-depth knowledge of program management.
• Have operated in mid-sized businesses so that he/she is able to deal with smaller more entrepreneurial businesses.
• Have an extremely high level of energy; ability to manage and quickly gain respect among highly educated and subject matter expert teams; be a charismatic motivator and thought leader in the organization