Incident Management Lead

Description:
The Information Technology Department delivers superior customer experiences through the development and support of front and back office systems while focusing on IT's four core values: Partnership, Excellence, Innovation and Efficiency.

IT Operations is responsible for managing 24x7 system and business process monitoring, desktop support, IT facilities, process improvement and incident management to ensure a high level of system availability and customer satisfaction.

The Incident Management Lead aggressively takes ownership of issues encountered during ING DIRECT site incidents. After initial incident resolution the Incident Management Lead collects essential information across all technical disciplines, identifies root causes, determines tasks required to prevent recurrence and drives their execution. Throughout the process, the individual will team with operations staff, production support teams and development to bring about timely resolution to site incidents. In addition, the Incident Management Lead may be called upon for any number of additional tasks including resolution of open incidents, follow-up to incidents not resolved within the SLA and to act on behalf of the customer for problems that lead to site outages.

Essential Functions:
* Drive resolution of recurring problems through problem tracking system.
* Expedite resolution of urgent issues including creation of action plans, coordination of resources, execution of work and resolution of additional encountered problems.
* Drive and track completion of delegated takeaways across multiple functional teams.
* Facilitate weekly meetings to discuss open incidents and problems encountered during site operations.
* Manage operational risk submission and reporting to the head office for all of IT.
* Coordinate post-mortem meetings including agenda creation, meeting management and distribution of follow-up activities.
* Communicate status to IT management for high visibility problems.
* Correlate multiple events and drive higher level issues and process change across operations teams to eliminate recurring issues.

Qualifications:
* Minimum 5 years in various IT Operations roles including technical design, system administration, project management, process engineering and crisis management.

Education and/or Certifications:
* BS in a technical field preferred.
* Technical training as needed.

Technical skills and abilities:
* Exceptional interpersonal and customer service skills.
* Superior problem solving skills with an emphasis on resolution of complex technical problems.
* Extremely fast learner with demonstrated ability to quickly understand complex systems.
* Excellent communication skills with emphasis in clear and precise written and verbal form.
* Strong organization skills.
* Ability to simplify and organize complex information for executive presentations.
* Can demonstrate an understanding of business process on an enterprise-wide basis.
* Solid technical skills.

Working Conditions:
Must be willing to work a flexible schedule and travel as needed.

Salary/Benefits: Salary commensurate with experience
ING DIRECT offers one of the best benefits plans around, providing medical and dental health coverage; flexible spending accounts; 401K retirement plans; fitness programs and a great deal on our Orange Mortgage.

Job Location: Wilmington, DE

Job Number: 000881

Company Profile:
Why join the ING DIRECT team? We're on a mission to lead Americans back to saving and are looking for people who share that passion to join our team. Our successful Orange Savings Account and Orange Mortgage have set the bar for how to simplify financial products to provide a better deal for consumers. If you are an energetic individual interested in helping build a different kind of bank, we look forward to hearing from you. To learn more about the world's largest direct bank, visit ingdirect.com.