Overview

To serve as the liaison between stakeholders within the business and ETS for all communications during critical service disruptions. Coordinate and synchronize enterprise communications during critical system incidents and disruptions, ensuring stakeholders receive timely, clear, consistent information during these events.

Responsibilities

• Initiate communications lines to business stakeholders and the enterprise during critical incidents and ensure delivery of timely, clear and accurate communications via established channels (Status Page notifications, ICM critical incident bridge, Webex, etc.)
• Create post-incident reports detailing incident events, actions taken, business impacts and relevant insights for ETS leadership and impacted business stakeholders
• Manage the enterprise systems status page and related activities including incident updates, communication templates, performance and effectiveness metrics and analysis, evaluation of new services for inclusion, and recommendations for enhancements
• Continuously analyze and provide recommendations contributing to the development and implementation of critical incident communications strategies, process and procedure enhancements to maximize operational efficiency
• Create and maintain documentation including critical incident documents and reports, procedurals, eNet playbooks, metrics and engagement tracking
• Champion enterprise understanding of the critical incident process as well as utilization of the enterprise status page
• Lead and/or participate in regular critical incident training (e.g., mock incidents, tabletop exercises)
• Establish and maintain collaborative, cross-functional relationships, acting as an advisor and Subject Matter Expert regarding the incident communications protocols; lead stakeholder meetings to ensure alignment of ICM strategies and processes
• Collaborate and provide support to the Major Incident Management (MIM) team and related incident activities
• Stay abreast of Incident Management industry best practices and trends, regulatory or policy changes and provide recommendations
• Contribute to the development and implementation of a long-term critical incident communications strategy that aligns with branch and organizational goals and strategy
• Lead large-scale or high-impact projects or initiatives designed to mature the critical incident communications branch and optimize support capabilities
• Perform other duties as assigned

• Working knowledge of IT infrastructure components (e.g., mainframe, networks) preferably in large or financial institution settings
• Experience in corporate/business communications, preferably in large or financial institution settings
• Working knowledge of current communication strategies ,tools, systems, methodologies and best practices related to critical incident management
• Advanced skill creating and implementing communication plans and strategies
• Extensive experience in writing, editing and proofreading documents
• Able to manage diverse tasks independently and within a team setting
• Effective skill to effectively communicate complex technical and non-technical issues and information clearly and concisely to all levels of management and staff
• Exposure to product and project management methodologies and best practices
• Proficient in cross-functional collaboration and fostering partnerships across various departments
• Advanced research, analytical, and problem solving skills
• Advanced organizational, planning and time management skills
• Ability to control incident conference bridges with a variety of business stakeholders and senior leaders
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced skill performing well in a stressful environment while managing competing priorities
• Advanced interpersonal, verbal and written communication skills
• Advanced database, word processing and presentation software skills
• Bachelor's degree in Communications, Public Relations, or related field, or an equivalent combination of education, training and experience