Fidelity - Technical Consultant - Incident Manager

- Facilitate the technical and business conference calls.

- Oversee Service Restoration plans formulated by technical teams and track progress of actions

- Ensure support teams engage promptly to resolve the incident and restore service.

- Provide leadership, resolve potential conflicts and drive decisions / outcomes.

- Ensure the incident is communicated to the business areas promptly and provide regular progress updates

- Escalate to and communicate with Risk & Oversight teams and Technology Management.

- Interface with Change Management function to ensure that any production and emergency fixes are applied.

- Ensure that a Post Incident Report is published for all outages.

- Work with Problem Management to ensure that technology teams take ownership of any outstanding actions and root cause analysis

Your skills and experience

- The candidate should ideally have extensive experience within the Service Management functions

- An advantage would be ITIL certification to Service Management Foundation level, as a minimum

- The ability to interact successfully with all levels of the Business Customer and Technology organisation

- A technical understanding and ability to translate technical details into easily understood business concepts

- An understanding of the Customer's business and how Technology contributes to the delivery with products/services

- Strong Relationship Management skills

- Excellent communication and negotiation / influencing skills

- Ability to work to tight deadlines and to function successfully under pressure

- Experience in chairing meetings is required both via telephone and face to face.

- Preferably qualified to degree level, or equivalent experience.

- Team player, with a confident, outgoing personality

- Good judgement & analytical skills