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    IT Incident Manager - London, United Kingdom - Marex

    Marex
    Marex London, United Kingdom

    1 week ago

    Default job background
    Remote
    Description

    Marex is a diversified global financial services platform, providing essential liquidity, market access and infrastructure services to clients in the energy, commodities and financial markets.

    The Group provides comprehensive breadth and depth of coverage across four core services: Market Making, Clearing, Hedging and Investment Solutions and Agency and Execution. It has a leading franchise in many major metals, energy and agricultural products, executing around 50 million trades and clearing 205 million contracts in 2022. The Group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers.

    Marex was established in 2005 but through its subsidiaries can trace its roots in the commodity markets back almost 100 years. Headquartered in London with 36 offices worldwide, the Group has over 1,800 employees across Europe, Asia and America.

    For more information visit

    IT Incident Manager will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. In the role you will collaborate with various teams, to manage the Incident and problem lifecycle, enhancing our overall IT service management capabilities. You should possess excellent communication and team working skills and have confidence working on your own initiative. You will need be organised, self-motivated, punctual, and flexible in their work style.

    Experience in working in financial services environment would be an advantage but not essential.

    Responsibilities:

    • Own, manage and embed the Incident and Problem Management processes within Technology
    • Deliver clear, detailed, and accurate written and verbal updates to key internal stake holders.
    • Run Post Major Incident Reviews to identify what went well and what didn't. Document areas to continually improve.
    • Support the coordination of Major Incident responses across Technology.
    • Maintain and manage the Incident Management process, continually improving and updating the existing documentation.
    • Driving a Continuous Service Improvement approach to Major Incident Management across the organisation as evidenced by Major Incident KPI's.
    • Coordination and oversight of the Problem Management process and review meetings
    • Tracking and management of open Problem Records in conjunction with stakeholders,
    • Ensuring our colleagues produce clearly written Post Incident reporting within agreed SLAs and driving Problem Management as required through Jira Service Management.
    • Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to IT Management, Service Assurance teams and/or relevant support teams
    • Accountable for the correct Prioritisation of incident impact and Problem records
    • Follow the established incident management procedures and best practices and ensure compliance with IT policies and standards.
    • Provide monthly reporting on Incident and Problem Management.

    Competencies:


    •A collaborative team player, approachable, self-efficient and influences a positive work environment

    •Demonstrates curiosity

    •Resilient in a challenging, fast-paced environment

    •Excels at building relationships, networking and influencing others

    •Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness

    Skills and Experience:


    •Qualified to ITIL 4 foundation as a minimum; in-depth understanding of the ITIL methodology.

    •Exhibit a thorough grasp of the ITIL framework, specifically the incident and problem management process.

    •Excellent verbal and written communication skills

    •Ability to explain complex issues to wide ranging audience.

    •Ability to work under pressure and to remain calm in times of crisis

    •Excellent problem solving, analytical and critical thinking

    •Hands-on experience of using ITSM tools

    Desirable:


    •Atlassian – Jira Service Management experience

    •Working in a Financial Services environment

    If you're forging a career in this area and are looking for your next step, get in touch

    Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

    If you would like to receive any information in a different way or would like us to do anything differently to help you, please include it in your application.

    #LI-MH1

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