Incident Management

Job Title and Overview

The job opening is for an Incident Manager/Commander at Bounteous, focusing on Incident Management within the Service Management / Technology Operations department. This position is remote, specifically targeting professionals based in the United Kingdom. The ideal candidate should have proven expertise in SOC 1 or SOC 2 Audit experience as this role is critical to maintaining the stability and availability of trading and financial platforms.

Key Responsibilities

The Incident Commander will play a pivotal role by leading the management of high-severity incidents and collaborating closely with cross-functional teams involved in engineering, infrastructure, and business operations. The primary responsibilities include but are not limited to:

Incident & Problem Management

• Leading and managing IT incidents, including identification, triage, resolution, documentation, and conducting post-incident reviews for issues classified as critical or high severity.
• Serving as the primary Incident Commander during major outages, ensuring efficient coordination between technical teams and business stakeholders.
• Conducting incident wash-ups to gather insights and drive accountability to prevent future incidents.
• Managing and monitoring Service Level Agreements (SLAs) to ensure timely resolutions and effective lifecycle governance.
• Leading Problem Management efforts, performing root cause analysis (RCA), tracking issue records, and overseeing corrective/preventive actions.

Service Management & Reporting

• Providing regular downtime and availability reporting about application outages.
• Generating monthly Service Management Risk Reports that highlight key operational risks and their remediation status.
• Ensuring efficient reporting aligned with the Service Catalog to meet business expectations such as availability, efficiency, ticket handling, and customer satisfaction.
• Maintaining data integrity across IT Service Management (ITSM) tools such as ServiceNow, JSM, HPSM, and Configuration Management Database (CMDB).

Audit, Compliance & Process Governance

• Owning and maintaining documentation that is audit-ready, which includes operational processes, policies, runbooks, and SOPs.
• Actively participating in internal and external audit cycles, including SOC Type 1 and Type 2 audits.
• Collaborating with auditors during calls and walkthroughs by providing evidence and clarifications regarding control effectiveness.
• Ensuring all incident and problem management processes are documented and aligned with compliance standards.
• Driving improvements in operational workflows to meet compliance standards by preparing audit-related reports that include control testing results.

Governance & Continuous Improvement

• Facilitating weekly release wash-ups and participating in Change Advisory Board (CAB) meetings to ensure risk management during deployments.
• Contributing to the development of a comprehensive CMDB and supporting automation initiatives that enhance incident handling efficacy and reduce Mean Time to Repair (MTTR).

Resilience & Continuity

• Developing and managing Disaster Recovery (DR) Plans and leading DR testing exercises.
• Operationalizing the Business Continuity Plan (BCP) across IT and business units.

Required Skills and Qualifications

The position calls for outstanding skills and experience in various domains:

Must Have

• More than 8 years of experience in Incident Management, including a solid background in IT Operations within fintech, banking, or trading environments.
• Proven track record as a Major Incident Manager or Incident Commander handling active high-severity incidents.
• Strong knowledge of ITIL processes encompassing Incident, Problem, Change, Knowledge, and Configuration Management.
• Hands-on experience with different ITSM tools like ServiceNow, JSM, and HPSM.
• Capability in reporting and analytics focusing on availability and SLA compliance.
• Experience with internal and external auditors in audit support and documentation.
• Excellent communication skills along with effective stakeholder management, particularly under pressure.
• Comprehensive knowledge of high-level architectural frameworks in software and infrastructure.

Nice to Have

• Familiarity with trading systems, order management platforms, or exchanges, enhancing the ability to understand operational nuances.
• Experience with Splunk queries and basic troubleshooting.
• ITIL v3/v4 certification or its equivalent.
• Upscale familiarity with SOC audit frameworks and regulations within the financial services sector.
• Preference for candidates who can work during the night shift may also be essential given the global nature of financial service operations.

Salary and Benefits

The salary for this position wasn’t explicitly mentioned in the available information. However, the candidate can anticipate a competitive remuneration package based on skills and experience in the fintech industry. This typically includes potential benefits such as flexible working hours, opportunities for professional development, and a remote working setup conducive to work-life balance.

Conclusion

This role presents a challenging yet rewarding opportunity for experienced professionals particularly those who thrive in fast-paced fintech environments. Bounteous is looking for a critical thinker and adept leader ready to tackle high-severity incidents while fostering continuous improvement in incident and problem management processes. If you are skilled in ITIL methodologies and have a passion for managing incidents effectively, this could be an ideal match for your career aspirations.

This job offer was originally published on himalayas.app