Crisis Manager ITSM

Job Description

This role is an excellent opportunity for individuals who excel under pressure, have a bias for action, want to gain a holistic view of the IT environment and can work with the best technical subject matter experts in Fidelity - all focused on one common goal: restore service as quickly as possible.The individual will work closely with key business partners to guide and assist them on processes, while improving the ITSM policies and procedures in partnership with the ITSM Oversight team.The Value You DeliverAs a member of the IT Service Management organization, you will play a critical role in assuring production stability through IT service management. Our goal as an organization is to enable our technology/business partners to deliver products/services to Fidelity clients/customers faster by offering end to end ITSM solutions/services. In this role, you will partner technology/business teams to assist them in moving into the fast lane on the ITSM Highway .Key Responsibilities

• Facilitate live outage calls, capturing technical findings from subject matter experts, documenting action items, assigning owners and time frames and following-up on status.
• Drive critical impact calls involving multiple parties including CIOs.
• Successfully navigating the organization to identify, engage and escalate all teams required to resolve outages.
• Partnering with Business Unit Partners to identify, quantify and communicate business impact.
• Concisely detailing and summarizing the technical and business impacts of a managed event, at an executive level, often with SLT exposure.
• Ensuring communications are sent to stakeholders at regular intervals and within expected timeframes.
• Recording a detailed chronology of the incident for use in post incident reviews.
• Monitor team s effectiveness and work with business partners to improve process efficiency, through automation, when possible.
• Participate with ITSM Governance team in cross-functional design sessions; including collecting/sharing BU feedback on ITSM processes/procedures and helping to inform/educate BU partners on ITSM processes/procedures
• Provide input and feedback to the ITSM Reporting/Trending team so metrics are meaningful and actionable
• Partner with BU teams on improvement opportunities based upon ITSM Reporting/Trending teams findings
• Partner with BU teams to ensure operational readiness (proactive and reactive)
• Availability Management processes and best practices.

The Skills that are Key to this roleTechnical / Behavioral

• Excellent verbal and written communication skills, excellent facilitation skills and a strong bias towards action and driving resolution. Ability to strike a balance between not getting caught up in detail and ensuring important details are not overlooked.
• Extensive experience comprehending, translating and communicating technical issues to a broad audience, including executives.
• Assertiveness: Must be able to step in and speak up to control the path of investigation. This includes ability to advocate a position when challenged and not allow excellent characters to influence the path of investigation other than in accordance with best practices, policies and procedures.
• Highly organized: Ability to track multiple activities, ensuring essential deadlines are met, including communication updates, escalation trigger points and business milestones.
• Architectural-level understanding of IT infrastructure and applications
• ITIL Certified or ITIL practical experience
• Ability to collaborate with business and technology partners across the firm
• Proficient technical and process acumen
• Exposure to DevOps and Agile practices

Soft skills required: Organizational agility, communications, influencing, time management, contextual awareness and ability to work under pressure.How Your Work Impacts the OrganizationImprove stability, increase availability, and enhance customer and stakeholder satisfactionThe Expertise We re Looking For

• 8+ years of relevant IT experience
• Bachelor s Degree in Computer Science or similar field
• An understanding and experience of the technology used in large financial organizations (i.e. one or more of: Unix/Linux, Windows, storage, networking, databases, IT security, market data/trading application support).
• Experience of managing major incidents requiring the coordination of multiple teams.
• ITIL Intermediate (Service Operations), or ITIL Expert / Manager s Certificate

, Fidelity Investments is one of the worlds largest providers of financial services. Headquartered in Boston, US, Fidelitys goal is to make financial expertise broadly accessible and effective in helping people live the lives they want. Privately held for nearly 70 years, Fidelity employs 45,000 associates who are focused on the long-term success of our customers. FMR (Fidelity Management & Research) India is the Global Inhouse Center of Fidelity Investments. Headquartered at Bangalore, where operations commenced in 2003, FMR India has another fully-functional unit at Chennai. To know more visit: FMR IndiaLocation: BangaloreShift timings: Team members work either of two 9 hour shifts, five days a week on a rotational basis. The shifts are 6:00 AM to 3:00 PM IST and 11:30 AM to 8:30 PM IST. This includes weekend days and holidays as rostered

Keyskills :
it service managementsubject matter experts technical subject matterit security computer sciencechange management it infrastructu