Overview
Why GMF Technology?
GM Financial is set to change the auto finance industry and is leading the path of embarking on tech modernization - we have a startup mindset, and preserve our small company culture, in a public company environment with financial stability and intense growth over a decade-plus history. We are data junkies and trust in data and insights to advance our business objectives. We take our goal of zero emission, zero collision, zero congestion, and zero friction very seriously. We believe as an auto finance market leader we are in the driver's seat to lead us in the GM EV mission to change the world. We are building global platforms, in LATAM, Europe, China, U.S. and Canada- and we are looking to grow our high-performing team. GMF is comprised of over 10,000 team members globally. Join our fintech culture within a Blue-Chip company where we are changing the way we use technology to support our customers, dealers and business.
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Flexible hybrid work environment (onsite 2 days a week/3 days remote) at our Arlington (AOC1), TX office.
Responsibilities
About this role
The Senior Incident Management Analyst will be responsible for management of the Daily Major Incidents from start to finish by facilitating crisis management for major production systems outages. The Analyst will also be responsible for managing with support from Tier 1, 2, 3 Production Support team members to expedite Incident resolution or workarounds to stabilize the production systems. Additionally, the Incident Analyst will be point person for Incident communication and status updates to the IT Organization.
JOB DUTIES
- Leads 24x7x365 impromptu crisis management bridge calls and Webex meetings with primary focus on Major Incident Resolution
- Available for on-call 24x7x365
- Publish Incident root cause analysis reports
- Perform investigative analysis and reporting on chronic incidents
- Host impromptu Incident Management calls with the customers, Internal support teams and executive management, to communicate the status of Incident tickets, known errors, resources working on the ticket, adherence to SLAs for Incident ticket turnaround and the benefits of resolving the Incident
- Identify and drive corrective and preventive actions for the IT infrastructure and development partners
- Provide metrics and trending analysis to identify the major drivers of IT incidents
- Ensuring continued Incident Management program growth
- Champions the importance of Incident management for reducing downtime, increasing business satisfaction and reducing the IT resources spent on incident management
- Leverages Incident management best practices and process frameworks, such as the ITIL, to drive continual process improvement
- Develops, manages, measures and reports on key service-level metrics, including average response time, mean time to repair (MTTR), resources required per ticket, call avoidance and end-user productivity
- Is an active member of the critical incident, change, configuration, availability, and event management processes, and works to provide seamless process and data integration among these process modules to the Problem Management process
Qualifications
What makes you a dream candidate?
Skills and Knowledge
- Understanding of related work processes
- Knowledgeable of best practices in information technology
- Knowledgeable of system security as well as emergency preparedness and physical security practices
- Knowledge of security processes and principles
- ServiceNow Scripting
- Advanced knowledge of IT Systems (eg, UNIX, Oracle, IBM iSeries, Windows, network technologies, security technologies)
- Strong analytical, problem solving and troubleshooting skills
- Strong knowledge of IT operations and support organizations
- Strong knowledge of Microsoft Visio or comparable process flow design tools
- Strong working knowledge of IT security and compliance guidelines/best practices (eg, COBIT, ITIL, COSO, PCI, ISO)
- Strong working knowledge of North America and International government regulations (eg, SOX, CFPB, AML)
- General understanding of the OSI model, including TCP/IP, distributed computing, LAN/WAN technologies, as well as ITIL foundations and principles
- Proficiency with administrative tasks including: training, reporting and compliance
- Excellent with PC software applications such as Excel, Word and PowerPoint
- Ability to handle multiple tasks and responsibilities simultaneously under minimal supervision
- Project management skills with leadership presence
- Excellent analytical skills
- ITIL planning, protection and optimization
- ITIL service operation, operational support and analysis qualification
Experience and Education
- High School Diploma or equivalent required
- Bachelor's Degree in related field or equivalent work or military experience preferred
- 4+ years working within Incident Management required
- 5-7 years of relevant IT experience required
What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Our Culture: Our team members define and shape our culture - an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.
Compensation: Competitive pay and bonus eligibility.
Work Life Balance: Flexible hybrid work environment.
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