**Key Responsibilities:** + Lead and facilitate technical and management bridge calls during high-priority incidents; assign tasks and distribute post-incident reports. + Deliver timely and clear communications to broad audiences, including executive-level updates. + Confidently guide incident resolution efforts, making critical decisions under pressure when necessary. + Provide real-time updates on infrastructure issues and recovery actions during management bridges. + Ensure enterprise-wide alignment in IT incident handling, promoting end-to-end process and data integration. + Analyze incident trends, including frequency, duration, categorization, and resolution rates. + Partner with Problem Management to identify root causes and implement cost-saving and process improvement initiatives. + Recommend and drive service improvement strategies to enhance incident response consistency and efficiency. + Conduct technical analysis of significant or recurring incidents. + Perform additional duties as assigned. **Qualifications:** **Required:** + 3+ years of relevant experience + Ability to work non-standard hours, including on-call, nights, and weekends. + Proven experience in Incident Management within complex IT environments. + Strong communication and collaboration skills. + Proficiency with ServiceNow. + Experience with monitoring tools such as Dynatrace, Splunk, or Datadog **Preferred:** + Familiarity with technology infrastructure in financial institutions. + Broad technical knowledge across Mainframe, Midrange, Distributed Systems, and Networks. + ITIL certification (preferred but not required). **Core Competencies:** + Analytical Thinking: Ability to identify issues, compare data, and draw meaningful conclusions. + Effective Communication: Skilled in conveying complex information clearly to diverse audiences. + Judgment & Decision-Making: Capable of making sound decisions under pressure with limited information. + Technical Expertise: Maintains up-to-date knowledge in relevant technical domains. + Relationship Building: Fosters collaborative partnerships to achieve shared goals. + Client Focus: Prioritizes internal and external client needs in all actions and decisions.