The Markit Digital Client Incident Manager is responsible for providing leadership and direction to ad-hoc technical resources to ensure the successful investigation and resolution of all production or client impactful incidents.  The Client Incident Manager manages incident workflow and all client communication from incident escalation through resolution, including postmortem and problem management. The Client Incident Manager takes great care in fostering internal and external relationships in order to organize incident resolution efforts as quickly and smoothly as possible.

Duties & accountabilities:

• Provide Customer Support: Coordinates the resolution of daily production issues, communicating the status, progress and resolution to the client

• Works closely with internal and external teams to drive incidents to resolution

• Communicates incident status, resolution and business impact to internal and external stakeholders

• Ability to prioritize multiple high priority issues at any given time without sacrificing client SLA commitments

• Facilitates the completion of the external postmortem statement for all high severity, critically impactful incidents

• Strong interpersonal skills:  Ability to manage, work with, and guide multiple opinions and personalities to reach a common goal

• Desire and ability to understand client concerns and how they relate to firm-wide objectives

• Comfortable communicating/representing Markit Digital in various internal and external settings: conference calls, meetings and client engagements

• Responsible for initiating and implementing continual improvements for escalation Best Practices and Incident Management workflows

• Communicate with a variety of technical teams, project managers, and executive leadership

Business Competencies:

• Minimum two years of incident management with client facing experience in technical or web hosting environment

• Ability to write technical documentation, including root cause documents which summarize incidents and provide corrective actions necessary to ensure there is not recurrence

• Experience communicating with clients on production issues

• Familiarity with basic troubleshooting processes for software applications

• Working knowledge of monitoring platforms and applications preferred

• Ability to be data oriented and analytical in tasks

• Bachelor’s degree preferred

• ITIL Certification a plus

• Ability to cover on call shifts, including weekends and after hours

Personal competencies:

• Strong influencing skills

• Display energy, drive, and stamina

• Ability to use own initiative to solve problems

• Must be an excellent communicator both written and verbally

• Flexible and willing to adapt to changing situations

We are proud to be an EEO/AA employer M/F/Disability/Veterans. Please refer to the EEO is the Law Poster & Supplement, Right to Work and Pay Transparency Policy.  IHS Markit is a participant in E-Verify (see links below).  We maintain a drug-free workplace and perform pre-employment drug testing.