Service and Incident Management Associate

*We are unable to sponsor for this permanent Full time role*

*Position is bonus eligible*

Prestigious Financial Institution is currently seeking a Service Management Associate with strong Incident Management experience. Candidate will be responsible for leading the end-to-end incident management process in accordance with the ITIL framework. This role focuses on the rapid restoration of normal service operations following an unplanned interruption or reduction in service quality. The ideal candidate must have a deep understanding of IT infrastructure, strong communication skills, and the ability to operate calmly and decisively under pressure, especially in a fast-paced and highly-regulated financial services environment.

Responsibilities:

Lead and manage the full life cycle of all incidents, especially major incidents, ensuring swift resolution

Serve as the command point during major incidents, directing technical teams and coordinating response.

Manage timely, clear communication with all stakeholders, including executive management.

Produce comprehensive post-incident and root cause analysis reports.

Drive continuous improvement of the incident management process and lead post-incident reviews.

Ensure all incident activities comply with financial industry regulations and security standards.

Qualifications:

5+ years in IT Service Management, with at least 3 years in Incident Management in a financial enterprise.

Expertise in the ITIL framework and ITSM tools (ServiceNow)

Ability to work with a team, ensuring team efficiency

Experience with Microsoft Office desktop tools (Word, Excel, PowerPoint)

Broad knowledge of ServiceNow

Broad technical understanding of enterprise infrastructure (networks, cloud, Servers, etc.).

Experience with monitoring and alerting tools (eg, Splunk).

Education and/or Experience:

Bachelor of Science in Computer Science or a related discipline or an equivalent combination of education and work experience

3+ years of experience in Incident management

Certificates or Licenses:

ITIL v4 Certification