Req ID: R15247
Date Posted: 06/12/2020
Job Category: IT
City, State: Noida, Uttar Pradesh
Director of Incident Management
IT Director – Joint Global Head of Incident Management
You will own the Global Incident function. You will be expected to provide strong leadership to a critical, respected and high visibility function within IHS Markit. The function is key in providing effective, efficient and transparent information to our internal stakeholders and therefore the quality of services we provide to our external customers.
You will be expected to work constructively and collaboratively with staff at all levels of the organizations from resolving engineers to CTOs.
This requires a strong communicator who can build a high level of trust with all the functions stakeholders and facilitate dialogue related to individual Major incidents as well as Partner with then to determine and drive the strategic direction of the function.
IHS Makrit is a dynamic, innovative and customer focused organization and you will be expected to demonstrate these key principles in proactively driving the function forward. The Incident Management service is employed by a wide variety of Products that are hosted in the Cloud, on Prem or as a hybrid model and supported by a wider variety of technologies. You will be at the forefront of a leadership team and have the remit and accountability to influence, design, implement and maintain the support models in this complex and everchanging environment.
The role reports to the Executive Director who leads the Service Management Office (SMO) and your peers include individuals responsible for the CMDB, Change, Problem Management, CSI and the ServiceNow Management functions. You will have direct responsibility for a team of 30 FTEs across 3 global sites and a process execution obligation for a virtual team of 14 Major Incident Managers that is pulled from senior IT leadership staff.
Key Skill Requirements
Over 5 years’ experience in the Global leadership of an Incident Management function
Over 15 years of experience in Information Technology with 7+ years in operational management capacity
Robust Stakeholder Management
Ability to communicate complex, rapidly evolving situations in a clear, concise and effective way that demonstrates ownership, provides leadership and builds trust with stakeholders that critical situations are and can be managed effectively
Have the gravitas to mobilize a team across different skill sets to rapidly investigate issues and have the confidence to make best decisions to drive issue resolution
Engage with Product teams to promote and fully onboard new products to the incident management service and evangelize the benefits of doing so
Provide thought leadership to senior leadership teams on evolving technology developments e.g. Cloud based services and how Incident management strategically aligns to these
Build effective partnership with ITSM and Operational functions to collaborate to reduce MTTR and improve service availability metrics through service level objectives (SLOs) and closely monitoring service level indicators (SLIs)
Develop, implement and track a strategic vision for the function
Deliver a metrics driven functions that is constantly driving ideas to improve key KPIs and improving the operational delivery of the function
Working experience with Industry standard tools and methodologies including KepnerTregoe, ServiceNow, Pager Duty, ITIL, PowerBI and Monolith
Experience working with DevOps teams and operating models
Masters degrees preferred (MBA or M.S.)
Broad knowledge in all aspects of delivering effective internal IT Services
Good knowledge of cloud environments such as AWS and Microsoft
Good knowledge of alert managementbased tools and operation
Good working knowledge on Email, messaging and collaboration platforms
End user/client security risk assessment and execution of appropriate processes
Drive performance and efficiency through KPI and ticket management
Support Managing Director and senior leadership stakeholders
Be an advocate for Production Support and the service and quality it delivers
Experienced and knowledgeable of Audit partners and regulation requirements
KPI orientated, driving performance and efficiency
Process orientated and versed in developing Policies & Practices
Collaboration between Production Support and other Technology and Business teams
Responsible for large global 24/7 team and resourcing stability
Ability to coach and mentor varying roles and experience levels
Lead and develop the strategy and future of the function within the organization
Ensure a strong understanding of IT opportunities and needs
Support Project Management activity and implementations
Experience in working in a fast paced and changing environment
5+ years of Incident & Major incident Management within organizations which run critical services and incidents
Experienced and exposure to all ITSM functions and service delivery
IHS Markit is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by the laws and regulations in any of our locations.
We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please contact or call +1 (phone hidden). Determination on requests for reasonable accommodation are considered on a casebycase basis. This contact information (email and phone) is intended for application assistance and accommodation requests only. We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and followup.
IHS Markit maintains a substancefree workplace; employees may be asked to submit to a drug test (where permitted by law). In addition, as a federal contractor in the United States, the company participates in the EVerify Program to confirm eligibility to work.
If you are currently employed by IHS Markit, please apply internally via the Workday internal careers site.
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