Job Summary:

TTS Applications Support – Business Command Center (BCC); The BCC Applications Support Senior Analyst is responsible for managing incidents impacting the global TTS business or its clients, with focus on preventing or minimizing client impact. 

Job Description:

The Major Incident Manager Senior Analyst will be responsible for managing global incidents as part of the BCC follow-the-sun support model, which includes urgent coordination of support resources and key decision makers (Tech, Client Ops, Product Management), timely internal communication and escalation, standard impact and severity assessment, and contributing to continuous service improvement. 

Major Incident Management:

• Facilitate the coordination, communication and escalation of incidents impacting the delivery of TTS and Securities Services to the client

• Serve as a liaison between the Business and Technology teams, promoting rapid escalation of incidents or market events, lending a business perspective to remediation options, and translating technical details into laymen’s terms.

• Monitor ServiceNow dashboard and incident metrics

• Use knowledge and experience, applicable to the incident, to determine the appropriate assessment of impact, severity, and ownership

• Use management and/or leadership skills to ensure the incident recovery team is properly organized, managed, and effectively communicating throughout the life of the incident

• Manage and drive incidents to successful completion and ensure overall Incident management goals and milestones are met

• Review all Incident Management Status and Metrics Reports for accuracy, consistency and timeliness

• Project management and readiness of initiatives related to TTS and Securities Services stability and safety & soundness

• Contribute to effort to develop broad quality analytics to be used by senior leaders in forming quality strategy globally.

Job Skills / Qualifications:

• Proven leadership Experience in Financial Services, especially Cash Management, Transactional Banking and Trade Operations is a must
• Incident/Crisis management experience including: Ownership, Classification and initial support, Escalation/Notification, Business Impact Analysis, Resolution Tracking
• Excellent written and verbal communication skills required to influence and negotiate with senior leaders across functions (may be required to communicate with external parties)
• Strong trouble shooting/problem solving skills
• Understanding of Project Management standards
• Experience working with global, multi-region initiatives, projects and teams, including large matrix organizations
• Ability to influence partners and drive cross-functional work reaching optimal solutions to complex problems.
• Attention to detail, comprehensiveness of content and ability to see multiple assignments to completion under aggressive deadlines
• Flexibility to support global time zones, including some on-call weekend support
• Strong client focus
• Strong interpersonal skills

• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholder

Education:

• BA/BS with 7+ years relevant work experience
• 3 + years people management or leadership experience in Trade & Treasury or Securities Services, Business, Operations, Technology and/or Client Service
• Strong MS Office - Excel, Word, Power Point. Excel, Teams, SharePoint, Visio skills are a must. 
• Ability to work independently, ability to multi-task and drive multiple assignments to completion.

P.S: This role may require you to work in early morning to late evening shifts to support the Global coverage. This also includes supporting weekend on-call coverage duty, few times a year.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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