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Title:  Incident Manager (2nd Shift)

Job ID:  1414
Location: 

Downers Grove, IL, US

Category:  Information Technology
Description: 

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 

Description

Donnelley Financial Solutions (DFIN) produces a multitude of Financial Software products for our external & internal customers. Our Technology team is looking for an Incident Manager to assist on critical, customer impacting events, communication activity, and escalations while the incidents are occurring.  Post incident resolution, the Incident Manager will assist with technology improvement activities to ensure continuous improvement of all services provided by the DFIN technology team. The Incident Manager combines a passion for protecting customers with an ability to think quickly and take decisive action.  At DFIN, Incident Managers don’t just put out fires – they also own work with teams to make sure they don’t happen again.

Responsibilities
  • Assist in driving the effort to limit customer impacting incidents following direction from the lead Incident Manager.
  • Manage incidents impacting the most critical part of our company, our external & internal customers. This entails driving towards a safe & quick resolution of service availability.
  • Effectively communicate impact & status of incidents externally & internally.
  • Help with the RCA development and review process after each incident. This entails the documentation of what, when, why, learnings and the planned long-term resolution.
  • Work with teams to improve and/or correct the processes or technical shortcomings which lead to the incident. Some activity may be owned long-term by the lead incident management team, while other application-specific changes may be transitioned to release or project managers associated with specific application development efforts.
  • Help refine the process to ensure the above responsibilities are completed with success.
Qualifications
  • Intensely customer-focused, with passion for protecting customers.
  • Exceptional bias for action – willing to move quickly and decisively to resolve an incident.
  • Strong attention to detail - ensuring processes are followed and root cause remediation is planned and executed for each issue, and that actions are fully documented.
  • Critical thinker with the vision to work both tactically and strategically.
  • Exceptional verbal and written communication skills - ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer.
  • Previous Incident Management experience is preferred.
  • Experience working with Operations, Development and QA teams is preferred.
  • Because incidents are not planned, flexibility with work schedule.
  • Bachelor degree and with 2-5 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.

 

Donnelley Financial Solutions is committed to ensuring equal employment opportunity and does not discriminate in any employment decision because of race, religion, color, national origin, sex, gender identity or expression, age, disability, perceived disability, sexual orientation or on the basis of any other status protected by applicable national laws.

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to AccommodationRequests@dfinsolutions.com.


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