Senior Incident Manager - Infrastructure Stability

Sr. Incident Manager, Infra Stblty

As one of the world’s leading independent global investment firms, Invesco is dedicated to rethinking possibilities for our clients. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world. If you're looking for challenging work, intelligent colleagues, and exposure across a global footprint, come explore your potential at Invesco.

Job Description

The Role: The Major Incident process is a key component of Invesco's availability management, and the Major Incident Manager will own the process, refine it according to best practices, and proactively seek input from our stakeholders on ways we can improve the service. To be successful in this role you must have an aptitude for new technologies and procedures as well as excelling in multitasking in a fast-paced environment.

What you would be responsible for:

• Taking ownership of critical Major Incidents within the Invesco environment, coordinating with resolution technology parties and establishing effective communication.

• Ensure all Technology services are available as per agreed Service Levels (Availability Management)

• Leading, driving, facilitating & chairing all investigation activities, meetings, and conference calls.

• Issue executive or business communications as required and perform key stakeholder management

• Ensure all reports, OKR's and Key documentation is kept up to date. Maintaining high performance service levels for the core service management processes and implementing improvements wherever necessary

• Partner with peers globally to achieve the goals of the stability organization. Including but not limited to:

  • Liaison with Problem Management team to ensure appropriate actions are followed by respective teams to ensure life cycle progression is maintained.

  • Liaison with Change Management team to ensure appropriate scrutiny is brought to bear on all infra related changes that may affect the stability of the environment.

 

• Participate in leading and helping drive strategic initiatives across the whole of technology organization.

• Enable and champion an IT service-oriented culture.

• Work with Infrastructure and Applications groups to optimize the availability of the IT Infrastructure services to deliver stable, high-performing services that deliver tangible benefits to business units.

• Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.

• Provide holistic management of availability that includes people, process, and technology.

• Take actions to achieve reductions in frequency and duration of incidents that impact IT availability. Taking accountability of the service delivery performance, meeting the company expectations and driving the demand

• Management of escalated complaints and feedback ensuring all are responded to in a professional manner to the satisfaction of IT / business stakeholders.

• Leading personnel management, including performance assessment, training and mentoring

• Ensures a cohesive, high-quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service continuity.

• Responsibility for the overall developing, continual improvement and operational delivery of IT services

• Recommending methods of improvement and seeing that actions are implemented on time for service upgrades

• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

• Providing accurate and regular reports to the management on performance of the service delivery

• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring

• Working Monday to Friday on as part of 24-hour shift. Rotation of On-Call weekends

 

Work Experience / Knowledge:

• Minimum 8+ years of experience of IT Service Delivery

• Minimum 2+ years of Leadership Experience.

• Experience working in a Global IT Service Delivery environment essential.

• Proficiency of IT service management software including ITIL principles and COBIT.

• Financial Services Experience a key advantage, highly pressurized environment an essential.

• Infectious enthusiasm for Service Delivery, Major Incident management, Availability Management

• Excellent People skills with the ability to act with influence.

• Outstanding communication skills; able to converse at senior management and engineer level.

• High-energy, confident professional with an ability to remain calm and take control in a crisis.

• Open minded, flexible, and willing to listen for other people’s opinions.

• Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

Yes

Workplace Model

At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office. 

Why Invesco

In Invesco, we act with integrity and do meaningful work to create impact for our stakeholders. We believe our culture is stronger when we all feel we belong, and we respect each other’s identities, lives, health, and well-being. We come together to create better solutions for our clients, our business and each other by building on different voices and perspectives. We nurture and encourage each other to ensure our meaningful growth, both personally and professionally. 

We believe in diverse, inclusive, and supportive workplace where everyone feels equally valued, and this starts at the top with our senior leaders having diversity and inclusion goals. Our global focus on diversity and inclusion has grown exponentially and we encourage connection and community through our many employee-led Business Resource Groups (BRGs).  

What’s in it for you? 

As an organization we support personal needs, diverse backgrounds and provide internal networks, as well as opportunities to get involved in the community and in the world. 

Our benefit policy includes but not limited to: 

• Competitive Compensation 
• Flexible, Hybrid Work 
• 30 days’ Annual Leave + Public Holidays 
• Life Insurance 
• Retirement Planning 
• Group Personal Accident Insurance 
• Medical Insurance for Employee and Family 
• Annual Health Check-up 
• 26 weeks Maternity Leave 
• Paternal Leave 
• Adoption Leave 
• Near site Childcare Facility 
• Employee Assistance Program 
• Study Support 
• Employee Stock Purchase Plan 
• ESG Commitments and Goals 
• Business Resource Groups 
• Career Development Programs 
• Mentoring Programs 
• Invesco Cares 
• Dress for your Day 

In Invesco, we offer development opportunities that help you thrive as a lifelong learner in a constantly evolving business environment and ensure your constant growth. Our AI enabled learning platform delivers curated content based on your role and interest. We ensure our manager and leaders also have many opportunities to advance their skills and competencies that becomes pivotal in their continuous pursuit of performance excellence. 

To know more about us 

About Invesco: https://www.invesco.com/corporate/en/home.html 

About our Culture: https://www.invesco.com/corporate/en/about-us/our-culture.html 

About our D&I policy: https://www.invesco.com/corporate/en/our-commitments/diversity-and-inclusion.html 

About our CR program: https://www.invesco.com/corporate/en/our-commitments/corporate-responsibility.html 

Apply for the role @ Invesco Careers: https://careers.invesco.com/india/ 

Experience Level

Senior Level