Incident Manager

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is growing! We are seeking an Incident Manager to join our team in Canada. We are looking for someone to be the key driver for managing the resolution of technical problems with serious consequences to Broadridge or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the GCIS Infrastructure team, the Incident Manager is both technically competent and business oriented.

The Incident Manager must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed.

• Drive incidents to resolution and ensure accurate and timely customer and executive level communications
• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly
• Ensure that incident management processes are followed and that incident postmortems are completed to gather process deviations and areas for improvements
• Drive the Broadridge Major Incident Management Process for critical customer situations
• Coordinate with peer managers worldwide on resources, issues, and schedules
• Assemble, work with, and lead cross-organizational teams
• Support accurate and consistent maintenance of technical and management escalation processes
• Create and maintain recovery playbooks for commonly occurring customer patterns and issues
• Primary lead for Technical
• Support during customer outages
• Ownership and execution of the active critical incident management process, including:
• Event analysis, applying the ITIL framework for severity and impact
• Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with partners
• Manage customer and internal communications at an executive level
• Timeline documentation and review
• Manage event communications
• Establish and manage bridge calls with engineers and customers on single customer outage
• Attend and drive multi-customer outage bridges
• Craft business appropriate communications for the affected operating groups and manages communication on a critical incident conference call
• Post event program management
• Conduct post-event analysis, using the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences
• Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team
• Perform other duties and projects as assigned
• 24/7 Availability and should be able to work all local holidays and weekends

• Minimum of 5 years’ experience in critical/crisis situation management for technical customer escalations
• Bachelor’s degree in business, computer science, engineering or related field or equivalent experience
• Superb communication skills (both verbal and written)
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is critical
• Strong organizational skills with the ability to handle multiple tasks simultaneously
• Customer focus and ownership, use of own initiative and a proactive approach to work
• Extensive experience supporting and leading technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Ability to maintain calm during stressful situations
• A great teammate who is influential and builds good working relationships across all functions
• Excellent project management skills, including demonstrated ability to lead projects across…