Sr Incident Manager at IHS Markit Digital

| Greater Denver Area
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Sr. Incident Manager

 

IHS Markit is looking for a Senior Incident Manager who will be responsible for daily incident management support. The candidate will be responsible for running incidents for the Production, Acceptance, Development or other environments of the IHS Markit infrastructures globally ensuring that service levels are maintained. They will be a focal point for reporting Operational and Security incidents. This role includes the facilitation of resolution for all major incidents, communications via bridge call, email, on-call responsibilities outside of business hours including weekends, daily reporting, ticket administration and general production assurance responsibilities. 

 

The candidate will be self-motivated and responsible. The ability to prioritize under challenging workloads and operation under time constraint is crucial. They must follow established procedures and sufficiently document incidents and resolution steps.

 

Duties & accountabilities

The operational responsibilities will include:

  • Oversight and support of a team that assess escalations and make immediate decisions towards incident resolution.
  • Provide mentorship, coaching, and guidance to team members.
  • Foster a supportive and collaborative team environment for individual contributors.
  • Prioritization of all incidents based on impact and urgency
  • Identification and classification of incidents based on customer and operational impact
  • Responsible for the efficiency & effectiveness of Incident Management process within the Organization
  • Owning incident process for the incident management 
  • Act as the point of contact for the business for the overall management of all incidents raised
  • Send communication updates of all incidents until incident resolution
  • Managing communications including internal stakeholders, business and leadership
  • Engaging resource to resolve the major incidents and thus avoid customer/business impact
  • Serves as an escalation point within the Incident Management process, engage next level of management support
  • Proactive co-ordination of incidents through to resolution and recovery
  • Initiate the Major Incident process when required
  • Apply the escalation process when required to ensure focus on high severity incidents
  • Using monitoring applications to identify incidents
  • Participate in rotational shift 24 x 7 x 365
  • Perform administrative tasks for Monitoring Centre Tools, contact, escalation and mailing lists and other documentation or systems

 

Skills & Experience

  • Bachelor’s degree in Information Technology or a related discipline.
  • Minimum 8 years of related experience preferred; previous experience of working in shifts is mandatory.
  • Minimum of 2 years of team leadership or managerial experience.
  • Experience working in a framework of formal Incident Management processes and exposure to company-wide ticketing systems are essential.
  • Working knowledge of monitoring platforms and applications. Service Now, Monolith, Pager Duty is an advantage.
  • ITIL Certified to Foundation level preferred.
  • Familiar with basic troubleshooting in Linux, Windows, Network, including public/private cloud environments.
  • Experienced and proficient with troubleshooting techniques and problem solving in a 24x7x365.
  • Incident management experience with Financial Services is highly desired.
  • Incident management experience in Azure, AWS and VMC is highly desired.
  • Incident management experience working with DevOps teams is highly desired.

 

Personal competencies

  • Efficient multi-tasking.
  • Ability to work under pressure and time constraints.
  • Stress resilience; ability to think constructively in a crisis.
  • Self-motivation with high degree of discipline.
  • Dynamic and flexible thought processes.
  • Strong orientation on results.
  • Must be an excellent communicator both written and verbally in English.
  • The ability to recognize recurring incidents and document for knowledge base purposes essential.
  • Strong inter-personal skills; team player.
  • You must love your work and enjoy working with others!
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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement

Location

We may consider Upslope Brewing and OZO Coffee our external conference rooms. If food trucks are your jam we have plenty right outside our doors!

An Insider's view of IHS Markit Digital

What’s the vibe like in the office?

Uniqueness and creativity can be seen in all areas here! We have a digital community bulletin board where you can buy, sell, or post just about anything (seriously, anything!), a company sponsored picnic that includes spirited cornhole competitions, and regular group outings like running or cycling, before, during, or after work.

Marj

Executive Director, Sales

How do you collaborate with other teams in the company?

My teammates and I come from a diverse set of backgrounds and combine our unique perspectives to provide innovative solutions to problems. As a result, our products push new boundaries and delight our clients.

Jason

Product Management Director

What are some things you learned at the company?

I’ve learned to appreciate and be intentional. My teammates are always ready to help each other find a better workflow, learn new tools, and support each other emotionally. This culture of support and collaboration inspires me to contribute by creating amazing work for our clients and being creative in connecting with colleagues intentionally.

Juwon

UI Designer

How would you describe the company’s work-life balance?

Our culture promotes hard work while also living a fulfilling life outside of the office. We all love spending time working together on challenging projects, and when the time comes to get away, the support is felt throughout the company. Whether it's an extended vacation or volunteer opportunity to give back to our community!

Corwin

Associate Creative Director, UI Design

What are IHS Markit Digital Perks + Benefits

Culture
Volunteer in local community
We each get 3 days a year to volunteer and will help match you with existing opportinities.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have ample opportunities to join committees! We've got guilds, a Pride committee, a crafting club, a book club, a green team, a parenting community and several more.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Restricted share unites (RSU's) may be grated recognizing performance.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Life happens and we trust our colleagues to get the work they committed to done.
Remote Work Program
COVID-19 has provided us the opportunity to quickly acclimate to working remotely and we are establishing new guidelines as we continue to learn.
Family Medical Leave
Employees who have been with the company for 3 months are eligible for 26 weeks of family medical leave.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Time allotted for learning
We all want the opportunity to learn and grow. You and your manager can talk about what makes sense for you and your team.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

To name a few...pet insurance, ECO pass, loaner bikes and secure bike storage, showers + locker room onsite, food trucks every day and regular visits from Sweet Cow Ice Cream.

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