senior incident Manager- hybrid - flexible optionsBroadridge Matrix Trust Company

Job Description
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
Senior Incident Manager
Broadridge is growing! We are seeking an Incident Manager to join our team! We are looking for someone to be the key driver for managing the resolution of technical problems with serious consequences to Broadridge or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technology Infrastructure team, the Incident Manager is both technically competent and business oriented. The Incident Manager must able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed.
Responsibilities
Drive incidents to resolution and ensure accurate and timely customer and executive level communications.
Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
Ensure that incident management processes are followed and that incident postmortems are completed to gather process deviations and areas for improvements.
Drive the Broadridge Major Incident Management Process for critical customer situations.
Coordinate with peer managers worldwide on resources, issues, and schedules.
Assemble, work with, and lead cross-organizational teams.
Run and report ongoing metrics.
Support accurate and consistent maintenance of technical and management escalation processes.
Create and maintain recovery playbooks for commonly occurring customer patterns and issues.
Qualifications
Minimum of 5 years experience in critical/crisis management for technical customer escalations.
Bachelor's degree in business, computer science, engineering or related field or equivalent experience.
The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is critical.
Strong organizational skills with the ability to handle multiple tasks simultaneously.
Customer focus and ownership, use of own initiative and a proactive approach to work.
Extensive experience supporting and leading technical environments demonstrated leadership skills under fast-paced, highly dynamic situations.
Excellent project management skills, including demonstrated ability to lead projects across teams where influencing skills are required.
Experience or working knowledge with relational databases (e.g.MySQL, Oracle)
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