Service Desk Manager (Incident Management) - Trigyn Technologies, Inc (New York, NY)

Trigyns Direct Financial client has an immediate opening for a Service Delivery Manager in New York NY Experience Level 35 Years Education Level Bachelors Degree Position Description The Enterprise Command Center (ECC) is a global team and plays a mission critical role in Incident Management Problem Management Change Management and Event Management in a demanding Investment Bank environment The regional team in Americas would like to recruit a Project Manager with Incident Management experience It is a challenging role that provides extensive opportunities for learning new technologies making new contacts throughout IT in Europe Asia and the Americas influencing the way the IT department operates and also interfacing with senior IT Management The Project Manager position is located in 1 New York Plaza New York City The role would report to the Global Planned Events Manager and is responsible for but not limited to the following Planning execution andor consulting of critical infrastructure or business events (Please be aware that this will incorporate weekend work) Risk profile development of a program at the work stream and infrastructure service level Coordinate and document all exercises according to the Planned Events framework including event Runbook development risk assessments and communications to the organization on service impacts Collaboration with global team members to ensure that governance and standardization remains consistent across the regions Oversee command and control during the execution of a major event Providing incident team coverage when supplemental staff is required (based on availability) Management of Major and Severe impacting incidents primarily involving large scale infrastructure issues or high risk data application issues This includes Prioritization of ECC resources for sales and trading related (ie business critical) incidents Time sensitive communication Running both technical conference bridges and business update calls Collating technical and business impact Driving decision making for incident resolution and minimizing impact to the business Escalation to Senior IT Management Providing incident updates to stakeholders Capturing incident follow ups and completing formal Post Mortems Identifying stability trends and escalating them through the Problem Management process Coordination with BCPDR team for regulatory testing that leverages Planned Events programs Skills Required Excellent communication (both verbal and written) The ability to communicate confidently and clearly on conference calls in meetings via email etc at all levels of the organization is essential Strong organizational skills the ability to manage multiple tasks simultaneously Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution Technical aptitude To demonstrate an understanding of technology used in Investment Banking is preferred (ie one or more of Unix Linux Windows storage networking databases IT security market data web intranet infrastructure messaging mainframe or sales and trading application support) Client focus and ownership use of own initiative and a proactive approach to work Skills Desired 2+ years of project management experience 4+ years experience in the Financial Services sector Applied skills in Incident or Problem Management ITIL certification is a plus TRIGYN TECHNOLOGIES INC is an EQUAL OPPORTUNITY EMPLOYER and has been in business for over 25 years TRIGYN is an ISO 90012008 and CMMI Level 3 certified company

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