Major Incident Manager

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Title: Major Incident Manager

Location: Australia [Preferably Melbourne/Sydney] || Hybrid

Job Type: Full Time || 12 Months Fixed Term Contract

Job Description

Get To Know Us:

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance & Salary Continuance
• Work/Life Balance: Generous Bereavement & Compassionate leave
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

Please note that this role can be based in Melbourne, Sydney or Newcastle.

What You Will Get to Do:           

The role of the IT Major Incident Manager is primarily focused on handling and resolving major incidents to minimize the impact on the business and its customers. The IT Major Incident Manager plays a critical role in maintaining the quality and availability of IT services, minimizing disruptions, and ensuring that incidents are addressed in a timely and efficient manner to meet SLA’s and customer expectations.

• Management of high severity/impact incidents, including triage, categorization, prioritization, communications, status updates, coordination, resolution, closure, root cause and reports. 

• Problem Management for Major Incidents, including PIRs, tracking, prioritization and reporting. 

• Lead and support colleagues in pursuit of restoration of service and elimination of root-cause faults. 

• Determine and escalate incidents to senior management to ensure appropriate support is provided. 

• Assign appropriate priority levels to incidents based on their impact and urgency, following SLA protocol. 

• Record detailed information about incidents, including nature of the problem, affected services, actions required etc. 

• Maintain a real-time record of the current incident status, including ensuring updates, actions taken, etc.  

• Drive investigation into incidents to understand their root causes and establish action plans for their resolution. 

• Work with the technical teams to resolve incidents promptly and efficiently, adhering to established Incident Management processes and procedures, and observing resolution targets and SLAs. 

• Identify and implement temporary workarounds to restore services. 

• Track key metrics and generate incident related reports, including time to resolution and incident trends. 

• Interface with technology support staff and business stakeholders to foster collaboration across a virtual working group. 

• Create positive working relationships with support personnel and other SMEs to build domain experience and product knowledge. 

• Active support of the continuous improvement roadmap to drive change to ensure a high level of proactiveness in incident prevention. 

• Support SS&C’s Managed Service, Production Support and Technology Delivery in the continued evolution of our Major Incident Management and Problem Management policies and processes. 

What You Will Bring:

• Excellent communication and interpersonal skills with the ability to communicate effectively with technical and non-technical stakeholders. 

• A customer focused approach with a commitment to delivering high quality service. 

• Strong time management and prioritization skills 

• Strong stakeholder management skills. 

• Experience with enterprise scale major incidents and problems. 

• Strong process, structure, and governance. 

• Comfortable working under pressure. 

• Flexibility with working hours, including rostered on call support. 
• Bachelor’s degree in computer science, Information Technology or related experience.  
• Relevant certifications in ITIL Foundation, with emphasis on Incident Management and Problem Management

• Proven experience in ITSM and Incident Management. 

• Strong knowledge of ITIL or other IT service management frameworks. 

• Experience with Incident Management tools and software.  

• Change Management or Problem Management experience.  

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.