Silicon Valley Bank's Technology Operations group is looking for an experienced Technology Manager to plan, lead and manage the Technology Major Incident Management team Reporting into the Director of Technology Operations, the role will be responsible for - Managing a team of Major Incident Managers including people management aspects such as staff performance management, staff availability, inspiring and motivating staff - End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required. - Ensure that all modes of communication are effectively used throughout the incident life cycle. - Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks. - Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan. - Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base. - Driving, developing, and managing the major incident process and associated procedures / systems. - Providing consolidated production incident metrics to the Director of Technology Operations along with resolution rates. - Develop and Maintain a Skills matrix around agreed Critical Systems for use in Incident Situations - Be an Evangelist for the Incident Management Process Qualifications - - Ability to demonstrate incident management professionalism, enthusiasm, and create a collaborative climate. - Ability to effectively communicate ideas in both technical and non-technical terms to stakeholders and leadership. - Ability to work independently with minimum supervision. - Experience in incident and problem management, change management or disaster recovery. - Extensive experience with customers and experience in creating and presenting using PowerPoint. - Strong organizational skills. - 10 to 15 years of experience in Technology operations environment. - Recent experience as leader for Incident Management team within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills. - Excellent communication skills, written and verbal. - Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities. - Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems. (ref:hirist.com)