About this role
Team Overview
Our team is responsible for the remediation of critical production incidents, as well as driving efforts to implement scalable stability solutions across BlackRock and our Aladdin clients. We are seeking a motivated, collaborative, and inclusive Incident Manager Lead who can bring their diverse perspective and problem-solving mentality to meet the evolving needs of our clients.
Role
The Incident Management Lead for EMEA is a critical role, responsible for overseeing the effective management of incidents across the region. This role entails line management for a team of Incident Managers based in Edinburgh and Belgrade, ensuring that they are well-supported and equipped to handle incidents efficiently. The lead will be responsible for planning resource allocations, ensuring that there is always adequate coverage to respond to incidents promptly.
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During high priority incidents, the Incident Management Lead will oversee and own the remediation through coordinating with multiple partner teams to mitigate the business impact and restore services. They will work closely with other departments to identify areas for improvement and implement changes that improve the overall incident management process.
Key Responsibilities
- People Management and operational shift coordination.
- Support Incident Management in coordinating resolution and restore normal service operation during technology Incidents and Major Incidents.
- Drive communication with senior management both during and after incidents, providing timely updates and detailed post-incident reports.
- Continuous improvement of ServiceNow (SNOW) and Standard Operating Procedures (SOPs) to align with best practices and regulatory requirements.
Requirements and Qualifications:
A prospective candidate should ideally have and exhibit the following qualities:
- 6+ years' experience in the role of Incident Manager including prior management experience.
- Availability as a weekend escalation point of contact on a rotational basis.
- Familiarity with industry standard Incident and Problem Management practices.
- Strong interpersonal and communication skills, both written and verbal, and adept at communicating with all levels of the business and technical parts of the organization.
- Excellent organizational skills, and attention to detail.
- Previous experience working in the Financial Services or Technology industry.
- An understanding of running services on Cloud Infrastructure solutions and application monitoring solutions.
- Ability to leverage data driven analytics tools like Power BI, Tableau, MS Excel.
- High level understanding of scripting or basic development language skills to automate common tasks.
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children's educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.
For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.