Technology Incident Manager

Macquarie Global Services
United States, Texas, Houston
Nov 22, 2024
You will have the opportunity to contribute to operational excellence, and you will be part of a talented global development team providing incident, problem and change management services across Macquarie. As a member of the service management team, you'll manage incidents, support root cause analysis, drive effective communications to end users and technical response teams whilst being at the center of ensuring technology platform availability and driving resolution when incidents arise. At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 34 markets and with 55 years of unbroken profitability. You'll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes. What role will you play? Press space or enter keys to toggle section visibility You will be a central force in driving service restoration when issues occur and enhancing your data and analytical capabilities, by mining incident data to identify operational improvement areas and suggesting process improvements. You will support effective change management, ensuring IT changes are understood and change processes are followed. You will learn the technology systems that support the different businesses, giving you insights on how Macquarie operates and deepening your technical knowledge. What you offer Press space or enter keys to toggle section visibility 2-3 years + experience in an Incident Manager / Service Management role paired alongside strong problem solving, critical thinking, and communication skills Experience with ITSM tools (e.g., Remedy, ServiceNow, etc.) Ability to multi-task and prioritize among multiple ongoing issues and have a positive working attitude, with a sense of ownership and urgency Prior service as an effective team player, as will be working as part of a global team An understanding of security, networking, infrastructure, and operating systems will be advantageous but not required; we love to train and develop our staff. We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply. About Technology Press space or enter keys to toggle section visibility Technology enables every aspect of our business, for our people, our customers and our communities. Bring your unique perspective and join a global team who is passionate about accelerating the digital enterprise, connecting people and data, building platforms and applications and designing tomorrow's technology solutions. Benefits Press space or enter keys to toggle section visibility Macquarie employees can access a wide range of benefits which, depending on eligibility criteria, include: Hybrid and flexible working arrangements One wellbeing leave day per year and minimum 25 days of annual leave Primary caregivers are eligible for 20 weeks paid leave along with 12 days of transition leave upon return to work and 6 weeks paid leave for secondary caregivers Paid volunteer leave and donation matching Range of benefits to support your physical, psychological and financial wellbeing Employee Assistance Program, a robust behavioural health network with counselling and coaching services Recognition and service awards Our commitment to diversity, equity and inclusion Press space or enter keys to toggle section visibility We are committed to providing a working environment that embraces diversity, equity and inclusion. As an inclusive employer, Macquarie does not discriminate on the grounds of age, disability, sex, sexual orientation, gender identity or expression, marriage, civil partnership, pregnancy, maternity, race (including color and ethnic or national origins), religion or belief.