ABOUT US:
As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.
With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.
Find out more about life at Alter Domus at careers.alterdomus.com
Working within the Service Operations team, the Incident Manager will primarily be responsible for the incident management process within the organization, including the major incident management process. He/she is also expected to manage other Service Management processes and adhere to Change, Request, Problem, and Vendor Management processes. Assisting in driving Service Management best practices and ITIL process standardization is also a component of this position.
RESPONSIBILITIES
Incident Management:
- Owning the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner and within contracted SLAs
- Review Incidents across all priorities to identify the root cause, detail accurate technical and business impact statements and corrective action measures and ensure timely communications to key stakeholders.
- Lead and coordinate Major Incident bridges, ensuring technical teams remain focused on resolution and remediation.
- Working with multiple support teams to ensure SLA compliance for all incidents
- Review incidents to ensure: Accurate technical root cause identification, Clear business and user impact statements, Appropriate corrective and preventive actions
- Documenting all incident steps to establish root cause to aid in process improvements, identify deviations and enable the creation of a knowledge base
- Host and/or join wider areas Post Incident Review (PIR) meetings with key participants and accountable parties to ensure the correct focus is given to identifying the root cause and drive eradication actions
- Establishing regular incident reports are made available to all key stakeholders
- Performing incident trend analysis to identify potential problems Facilitating, leading, and establishing problem management
Problem Management
- Identify potential problems through incident trend and recurrence analysis.
- Trigger and facilitate Problem Management engagement where required.
- Support Problem Managers by:
- Providing incident data, timelines, and impact details
- Participating in RCA reviews when needed
- Track and follow up on agreed permanent fix actions, without direct ownership of the Problem Lifecycle.
YOUR PROFILE
- The ability to demonstrate a proven track record in the effective delivery of Incident Management
- Other Service Management areas experience is beneficial
- Strong time management skills coupled with good organization and planning skills.
- Experience working in an operations, engineering, security, change and incident management/response team
- Experience with application or infrastructure services in a multi supplier environment
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
- Strong collaboration skills with an interest to develop a strong network ITIL4 or v3 Foundation qualified
Working Conditions:
- Work from office is mandatory – 5 Days a week.
- Must be able to work in rotational shifts.
- May require on-call availability during off-hours or weekends.
- Fast-paced environment with the need to respond quickly to incidents and changes.
WHAT WE OFFER
We are committed to supporting your development, advancing your career, and providing benefits that matter to you.
Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.
Our global benefits also include:
- Support for professional accreditations such as ACCA and study leave
- Flexible arrangements, generous holidays, plus an additional day off for your birthday!
- Continuous mentoring along your career progression
- Active sports, events and social committees across our offices
- 24/7 support available from our Employee Assistance Program
- The opportunity to invest in our growth and success through our Employee Share Plan
- Plus additional local benefits depending on your location
Equity in every sense of the word:
We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.
We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.
We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you.
(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)
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