Incident Manager, Infrastructure Stability (in-office - Charlottetown)

Invesco is a leading global asset management firm with more than $888.2 billion* in assets under management. We provide our retail and institutional clients a diverse and comprehensive range of investment capabilities to help people get more out of life. Invesco is publicly traded on the New York Stock Exchange (IVZ) and has about 7,000 employees in over 20 countries.

(*As of December 31, 2018)

Job Purpose (Job Summary): 

Invesco is part of the Financial Services Industry, where cutting-edge technology can deliver a competitive advantage. The Service Delivery Manager is responsible and accountable for end-to-end management of Infrastructure operations in critical situations. This role will be a combination of a Process Liaison, Incident Analyst, Problem Manager and Service Continuity Manager, responsible for proactive service planning and accountable for delivery and availability of all Infrastructure Technical Services during the defined shift. The Major Incident process is a key part of availability management at Invesco, and the Service Delivery Manager will own the process, refine it according to best practices, and proactively solicit our stakeholders on how we can improve the service. The Service Delivery Manager will also be responsible for management of Problem Management investigations by facilitating root cause analysis and managing the implementation of corrective and preventative measures. The Service Delivery Manager will be responsible for liaising with Application and business partners to develop run books for Business Recovery / Workplace Recovery events. They will also be responsible for scheduling these events, as well as providing the coordination activities necessary to ensure their success. The Service Delivery Manager will be one of the Lead Infrastructure Operations members on shift. They will ensure all Infrastructure Operations run smoothly and effectively during the defined working hours. Improve service and provide one interface to Infrastructure service when needed. They will be expected to encourage, nurture and develop the Hyderabad Operations Center employees.

Key Responsibilities / Duties:

  • Key responsibility and ownership of IT Infrastructure Service Delivery, managing to agreed standards, targets and KPIs
  • Working Monday to Friday on as part of 24 hour shift
  • Enable and champion an IT service-oriented culture
  • Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
  • Ensure all teams successfully adhere to operational standards, escalating issues while maintaining ownership through to resolution
  • Perform root cause analysis on Major Incidents using proven problem analysis methodology (Kepner Tregoe, Ishikawa/Fishbone, etc.)
  • Identifies trends and potential Problem sources by reviewing Incident and Problem analyses
  • Maintains inventory of Problems under analysis, their current progress/status, and coordinates the resolution with the Problem owner
  • Monitors progress on the resolution of Known Errors and advises Operations staff on the best available workaround for Incidents
  • Work with Infrastructure and Applications groups to optimize the availability of the IT Infrastructure services to deliver stable, high-performing services that delivery tangible benefits to business units
  • Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
  • Provide holistic management of availability that includes people and process, as well as technology
  • Take actions to achieve reductions in frequency and duration of incidents that impact IT availability
  • Management of escalated complaints and feedback ensuring all are responded to in a professional manner to the satisfaction of IT / business stakeholders

Work Experience / Knowledge:

  • Minimum 8+ years of experience of IT Service Delivery
  • Minimum 2+ years of Leadership Experience
  • Experience working in a Global IT Service Delivery environment essential
  • Financial Services Experience a key advantage, highly pressurized environment an essential

Skills / Other Personal Attributes Required:

  • Fluent in English
  • Infectious enthusiasm for service delivery, availability management and problem management
  • Excellent People skills with the ability to act with influence
  • Outstanding communication skills; able to converse at senior management and engineer level
  • High-energy, confident professional with an ability to remain calm and take control in a crisis
  • Team player and organiser
  • Open minded, flexible, and willing to listen for other people's opinions
  • Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels

Formal Education: (minimum requirement to perform job duties)

  • A Bachelor's Degree or equivalent work experience

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time. 

Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.

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